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

We are looking for a dynamic and customer-focused individual to join our team as a Customer Service Representative. This remote role supports both B2B and B2C customers across various product lines – Moen, Master Lock, Larson, Therma-Tru, Fiberon, Yale, August, House of Rohl, Emtek including luxury goods and smart home technologies. You will be assigned a specific product line to handle inquiries, troubleshoot technical issues, process orders, and provide product and warranty support. The ideal candidate is tech-savvy, adaptable, and committed to delivering exceptional service.

Work Environment & Schedule:

• Remote Position: Equipment provided.
• Hours: Call Center hours are Monday–Friday, 8:00 AM–7:30 PM EST, 8 hour shifts are scheduled between these hours. Saturday work depending on business needs.

Key Responsibilities:

• Customer Interaction & Support:
  • Manage inbound calls and emails to resolve product, order, and technical support issues.
  • Deliver premium customer experience that promotes positive brand perception.
  • Provide product recommendations and technical guidance, including installation and repair support.
  • Handle sensitive or complex customer situations with professionalism and empathy.
• Technical & Smart Home Support:
  • Assist customers with connectivity, WiFi, app, and IoT-related issues.
  • Explain technical concepts clearly to users of varying technical backgrounds.
  • Escalate unresolved technical issues to senior support teams as needed.
• Order & Account Management:
  • Process and validate customer orders, including modifications and special requests.
  • Provide updates on order status, inventory, pricing, and account issues.
  • Collaborate with internal teams (Sales, Manufacturing, Distribution, Finance, etc.) to ensure seamless service.
• Documentation & Compliance:
  • Accurately log customer interactions, product details, and troubleshooting steps.
  • Adhere to company policies, procedures, and performance metrics.
• Team Collaboration & Continuous Improvement:
  • Participate in training, team meetings, and special projects.
  • Stay current with product knowledge, technology trends, and customer service best practices.

Qualifications

Required:

• High school diploma or equivalent.
• Minimum 2 years of experience in a contact center or fast-paced customer service environment.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook); Microsoft Teams experience is a plus.
• Ability to multitask, prioritize, and manage time effectively.
• Comfortable using multiple systems and adapting to new technologies.
• Must meet remote work requirements (internet speed, secure workspace, background check).

Preferred:

• Associate’s or Bachelor’s degree.
• Experience with ERP systems (SAP, Oracle).
• Familiarity with IoT, smart home devices, and mobile platforms (iOS/Android).
• Experience in luxury or high-end customer service environments.
• Bilingual in Spanish or French

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $35K USD - $45K 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 plan.

At Fortun