Customer Service Representative - Water Quality

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're seeking a dedicated and tech-savvy Product Consultant to support customers through their journey with our home water filtration systems. In this remote role, you’ll provide exceptional service by resolving technical and warranty inquiries, troubleshooting issues, and guiding customers through installation and maintenance—all while creating a positive brand experience that keeps them coming back.

This is a remote role. Hours will shift to cover 8am ET – 7pm ET.

Key Responsibilities:

• 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.

Qualifications

What You Bring to the Table:  

• 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

Preferred Qualifications:

• Associate’s or Bachelor’s degree
• Experience with ERP systems such as SAP or Oracle
• Background in technical or product-focused support roles

Core Competencies:

• Customer Focus: Actively listens, anticipates needs, and delivers solutions with care
• Tech Savvy: Comfortable using support software and guiding customers through product features and troubleshooting
• Emotional Intelligence: Maintains professionalism and empathy in all customer interactions
• Problem Solving: Diagnoses and resolves issues efficiently and accurately
• Time Management: Prioritizes workload effectively to meet service-level expectations
• Adaptability: Thrives in a dynamic environment with changing priorities and tasks
• Communication: Clear, concise, and customer-friendly in both speech and writing
• Team Collaboration: Works well with others and contributes to group success

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $41,000 USD - $58,300 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 Fortune Brands, we support the overall health and wellness of our as