Bi-Lingual (English/Spanish) Customer Service Representative

Company Description

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.

Job Description

The Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers when they have product and warranty questions.

This is a remote role beginning on June 16, 2025. Contact Center hours are Monday through Friday from 8am to 7pm Eastern Time*.  Shifts will rotate weekly.  Starting pay is $17.92 an hour if you are hired to the team with proficient Spanish speaking and writing competencies.  Benefits begin Day 1, including all equipment provided.  Please apply if you are available to start June 16, 2025 and have no time off needs through July 18th planned.  (Due to class sizes time off during training cannot be approved.) 

Contact Center hours are 7am-6pm Central Time, 6am-5pm Mountain Time, and 5am-4pm Pacific Time.  Must be able to work hours within your time zone.  

RESPONSIBLIITIES:

• Deliver exceptional customer experiences, enhancing the reputation of FBIN products through positive interactions.
• Manage inbound calls, accurately identifying issues and providing clear solutions for product and technical support.
• Use technology to assist consumers with product identification, troubleshooting, and guiding them through repair/installation processes.
• Resolve challenging consumer situations, ensuring positive outcomes for both the customer and FBIN.
• Meet or exceed daily performance targets in call quality, management, and productivity while following all processes and procedures.
• Accurately document customer interactions, product details, and troubleshooting efforts for efficient record-keeping.

Qualifications

BASIC QUALIFICATIONS:  

• High School diploma or equivalent required.
• 2 years experience in a contact center or other fast-paced customer service environment required.
• Excellent professional communication skills required, both verbal and written.
• Excellent professional communication skills in Spanish required, both verbal and written.
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus.
• Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation.
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork.
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy.

PREFERRED QUALIFICATIONS:

• Associate’s or Bachelor's degree is preferred.
• Prior ERP (SAP, Oracle, etc.) experience preferred.

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $31K USD - $44K USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive pla

At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and o