Bilingual (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

As a Bilingual Associate Product Consultant supporting Moen, you are the voice of the brand—delivering a consumer experience that fosters trust and brand loyalty. After completing over 200 hours of paid, virtual training, you will support consumers across the U.S. and U.S. territories with questions related to product use, installation, and warranty needs, all from the comfort of your home.

Before you begin independently supporting consumers, you’ll be paired with a tenured team member to ensure you are confident and set up for long-term success in your new role.

This is a full-time, hourly position with a starting pay of $18/hour, plus eligibility for both monthly and annual bonus programs. You will receive full benefits from day one, including medical, dental, vision, 401(k) with company match, profit sharing, generous paid time off, and Moen product discounts. Moen also offers exclusive access to a self-led career development program tied to advancement and pay increases.

At FBIN, we value individuals who can Think Fast, using critical thinking and product expertise to provide real-time solutions to consumer inquiries. You’ll Work It Together by collaborating with teammates and contributing to a high-performance, virtual environment. You’ll also Make the Hard Call by balancing customer satisfaction with business needs, all while maintaining professionalism and empathy.

POSITION LOCATION:

This position is 100% remote. Candidates must have a quiet, disturbance-free work area and a reliable high-speed internet connection that meets minimum download/upload speed requirements. Equipment will be provided.

Our next paid training class begins December 1, 2025. Training is Monday–Friday, 9:00 AM–5:30 PM EST. After training, you’ll join our rotating shift schedule between 8:00 AM–7:00 PM ET.

WHAT YOU WILL BE DOING:

• Serve as the primary contact for inbound calls from Spanish- and English-speaking consumers across the U.S. and U.S. territories.
• Provide empathetic, solution-oriented support for product, technical, and warranty issues.
• Use tools and product knowledge to identify the right solutions for consumers, guiding them through repair or installation processes.
• Maintain composure and professionalism while handling a high volume of diverse inquiries.
• Balance positive customer outcomes with company policies, working toward win-win resolutions.
• Accurately document call details, product issues, and troubleshooting steps.
• Meet daily performance expectations in service quality, call efficiency, and productivity.
• Contribute to team goals and participate in ongoing learning opportunities.
• Perform additional assignments or projects as needed.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of experience in a contact center or fast-paced customer service role.
• Fluent in both English and Spanish.
• Excellent verbal and written communication skills.
• Comfortable with PC-based tools and Microsoft Office (especially Outlook and Word); Microsoft Teams experience is a plus.
• Able to focus in a remote, structured work environment with minimal distractions.
• Must meet internet and workspace requirements and comply with remote work policies.
• Must pass a background check and drug screen.

PREFERRED QUALIFICATIONS:

• Associate’s or Bachelor’s degree.
• Experience with ERP systems (SAP, Oracle, etc.).

Additional Information

Fortune Brands believes in fair and equitable pay. This is a full-time, hourly position with a starting pay of $18/hour.  In addition to base salary, employees will participate in an annual bonus plan based on company and individual performance beginning January 1, 2026.  

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