Customer Service Representative
The Master Lock Company, Milwaukee, WI, United States
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 purpose is to 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 that is 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.
Job Description The Master Lock Consumer Service team is comprised of front‑line professionals who take pride in ensuring an excellent customer experience. They are the personal connection between our company and our customers.
Your Role As the
Customer Solutions Representative , you are the “Voice of Master Lock” that consumers interact with when they have product or warranty questions. You will provide world‑class customer service, receive paid virtual training in Master Lock products to ensure you are ready to assist our customers, and will be paired with a tenured teammate to prepare for success in your new career.
Master Lock offers a competitive starting rate of
$37k/yr ($17.79/hour)
and benefits from day one, which include medical, dental, vision, annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more. This position is 100% remote and Master Lock provides all the necessary equipment for you to be successful. If this sounds like the position for you, our next training will begin on May 4, 2026 with training hours of 8:00 am–4:30 pm CST (M–F). After training you will transition to our regular contact center hours of Monday–Friday 8:30 am–5:00 pm Central Time.
What You Will Be Doing
Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Master Lock
Manages inbound calls from consumers to resolve product and technical support issues, identifying the problem and cause, and explaining the best resolution
Efficiently uses technology to assist consumers with product identification, resolution explanation, and technical support and instruction for repair or installation of service kit or product
Negotiates solutions in challenging/sensitive consumer situations that produce a positive outcome for both the consumer and Master Lock
Maintains professional composure during interactions
Achieves daily metrics in call quality, call management, and productivity standards consistently while adhering to all processes and procedures
Records consumer demographics, product information, and troubleshooting efforts as required
Performs other duties and/or special assignments as needed
Qualifications
High School diploma or equivalent required. College degree or currently working toward a college degree is strongly preferred.
2 years experience in a contact center or other fast‑paced customer service environment required.
Excellent professional communication skills required, both verbal and written.
Proficient PC skills with emphasis on Microsoft Office suite including Outlook and Word; experience with Microsoft Teams is a plus.
Must thrive in a work environment that demands high focus, low mobility, and high observation.
Possesses the ability to maintain a positive approach to business, demonstrating flexibility and teamwork.
Incumbent must have access to a static IP address via hardwired internet connection and meet internet speed requirements.
Incumbent must pass background and drug tests, have a safe and secure workspace, and follow the department’s Remote Work Policy.
Additional Information Fortune Brands believes in fair and equitable pay. The base salary range for this role is $37,000 USD. In addition to base salary, employees will participate in an annual bonus plan based on company and individual performance, or a role‑based sales incentive plan. We offer comprehensive benefits that prioritize health, wellness, flexibility, and equity, including robust health plans, a market‑leading 401(k) program with a company contribution, product discounts, flexible time off, adoption benefits, and more. We also support numerous employee resource groups to foster belonging.
Equal Employment Opportunity Fortune Brands is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information.
Important Notice: Protect Yourself from Fraudulent Job Postings Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.
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Job Description The Master Lock Consumer Service team is comprised of front‑line professionals who take pride in ensuring an excellent customer experience. They are the personal connection between our company and our customers.
Your Role As the
Customer Solutions Representative , you are the “Voice of Master Lock” that consumers interact with when they have product or warranty questions. You will provide world‑class customer service, receive paid virtual training in Master Lock products to ensure you are ready to assist our customers, and will be paired with a tenured teammate to prepare for success in your new career.
Master Lock offers a competitive starting rate of
$37k/yr ($17.79/hour)
and benefits from day one, which include medical, dental, vision, annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more. This position is 100% remote and Master Lock provides all the necessary equipment for you to be successful. If this sounds like the position for you, our next training will begin on May 4, 2026 with training hours of 8:00 am–4:30 pm CST (M–F). After training you will transition to our regular contact center hours of Monday–Friday 8:30 am–5:00 pm Central Time.
What You Will Be Doing
Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Master Lock
Manages inbound calls from consumers to resolve product and technical support issues, identifying the problem and cause, and explaining the best resolution
Efficiently uses technology to assist consumers with product identification, resolution explanation, and technical support and instruction for repair or installation of service kit or product
Negotiates solutions in challenging/sensitive consumer situations that produce a positive outcome for both the consumer and Master Lock
Maintains professional composure during interactions
Achieves daily metrics in call quality, call management, and productivity standards consistently while adhering to all processes and procedures
Records consumer demographics, product information, and troubleshooting efforts as required
Performs other duties and/or special assignments as needed
Qualifications
High School diploma or equivalent required. College degree or currently working toward a college degree is strongly preferred.
2 years experience in a contact center or other fast‑paced customer service environment required.
Excellent professional communication skills required, both verbal and written.
Proficient PC skills with emphasis on Microsoft Office suite including Outlook and Word; experience with Microsoft Teams is a plus.
Must thrive in a work environment that demands high focus, low mobility, and high observation.
Possesses the ability to maintain a positive approach to business, demonstrating flexibility and teamwork.
Incumbent must have access to a static IP address via hardwired internet connection and meet internet speed requirements.
Incumbent must pass background and drug tests, have a safe and secure workspace, and follow the department’s Remote Work Policy.
Additional Information Fortune Brands believes in fair and equitable pay. The base salary range for this role is $37,000 USD. In addition to base salary, employees will participate in an annual bonus plan based on company and individual performance, or a role‑based sales incentive plan. We offer comprehensive benefits that prioritize health, wellness, flexibility, and equity, including robust health plans, a market‑leading 401(k) program with a company contribution, product discounts, flexible time off, adoption benefits, and more. We also support numerous employee resource groups to foster belonging.
Equal Employment Opportunity Fortune Brands is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information.
Important Notice: Protect Yourself from Fraudulent Job Postings Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.
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