Customer Service Representative - Water Quality - Remote

Overview

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here

In Short

• Deliver an Exceptional Customer Experience: Create memorable, positive customer interactions that build loyalty and drive referrals.
• Provide Product & Technical Support: Respond to inbound calls and emails to diagnose issues, provide solutions, and offer step-by-step assistance with installations and repairs.
• Leverage Digital Tools: Use internal systems and resources to guide customers through product selection, service kit usage, warranty information, and more.
• Handle Challenging Situations: Navigate difficult conversations with empathy and professionalism while delivering solutions that support both the customer and business.
• Stay Composed Under Pressure: Maintain professionalism in high-pressure scenarios while balancing multiple priorities.
• Meet Performance Metrics: Consistently hit daily targets for service quality, responsiveness, and efficiency.
• Document with Precision: Record detailed customer interactions, product information, and troubleshooting steps in accordance with company protocols.
• Be a Team Player: Adapt quickly to shifting priorities, assist with special projects, and support team initiatives as needed.

Requirements

• High school diploma or equivalent
• At least 2 years of experience in a fast-paced contact center or customer service environment
• Minimum of 6 months experience in a technical product support role
• Excellent verbal and written communication skills
• Strong computer proficiency (Microsoft Outlook, Word, Teams)
• Proven ability to stay focused and engaged in a remote work environment
• Collaborative mindset with a flexible, solutions-focused attitude

Benefits

• Comprehensive health plans
• Market-leading 401(k) program with company contribution
• Product discounts
• Flexible time off benefits
• Inclusive fertility/adoption benefits
• Employee Resource Groups for support and inclusivity