Customer Service Representative
Fortune Brands, Wichita, KS, United States
Fortune Brands Innovations, Inc. focuses on the home and security markets, offering premium residential and commercial products. This role places you at the front line of customer interaction for our luxury line of products.
Responsibilities
Deliver an exceptional consumer experience for luxury products, fostering positive, unsolicited word‑of‑mouth promotion for House of Rohl.
Handle inbound consumer calls to troubleshoot and resolve product or technical issues, identifying root causes and communicating effective solutions to ensure satisfaction.
Read and interpret technical drawings and documentation to support diagnosis, repair, and installation questions.
Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products.
Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl.
Maintain composure and professionalism in all interactions, even in high‑pressure or complex situations.
Consistently meet daily performance standards related to call quality, call management, productivity, and adherence to operational processes and procedures.
Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.
Perform additional duties or special assignments as needed to support team goals and operational requirements.
Qualifications
High desire to interact with and provide luxury service to customers.
High school diploma or equivalent required.
Minimum of 2 years experience in a contact center or other fast‑paced customer service environment.
Must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow the Remote Work Policy.
Excellent verbal and written communication skills.
Proficient PC skills, especially with Microsoft Office suite including Outlook and Word, and experience with Microsoft Teams.
Demonstrated ability to thrive in a work environment that demands high focus, low mobility, and high observation.
Flexible and team‑oriented, maintaining a positive approach to the business.
Associate’s or Bachelor’s degree preferred.
Ability to communicate in English and French is a plus.
Additional Information Starting pay is $17.79 per hour ($37,000 annually). In addition to base salary, employees may participate in an annual bonus plan or a role‑based sales incentive plan. We offer comprehensive benefits, including robust health plans, a 401(k) with company contribution, product discounts, flexible time off, adoption benefits, and more.
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, marital status, protected veteran status, sexual orientation, genetic history, or any other legally protected characteristic.
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Responsibilities
Deliver an exceptional consumer experience for luxury products, fostering positive, unsolicited word‑of‑mouth promotion for House of Rohl.
Handle inbound consumer calls to troubleshoot and resolve product or technical issues, identifying root causes and communicating effective solutions to ensure satisfaction.
Read and interpret technical drawings and documentation to support diagnosis, repair, and installation questions.
Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products.
Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl.
Maintain composure and professionalism in all interactions, even in high‑pressure or complex situations.
Consistently meet daily performance standards related to call quality, call management, productivity, and adherence to operational processes and procedures.
Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.
Perform additional duties or special assignments as needed to support team goals and operational requirements.
Qualifications
High desire to interact with and provide luxury service to customers.
High school diploma or equivalent required.
Minimum of 2 years experience in a contact center or other fast‑paced customer service environment.
Must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow the Remote Work Policy.
Excellent verbal and written communication skills.
Proficient PC skills, especially with Microsoft Office suite including Outlook and Word, and experience with Microsoft Teams.
Demonstrated ability to thrive in a work environment that demands high focus, low mobility, and high observation.
Flexible and team‑oriented, maintaining a positive approach to the business.
Associate’s or Bachelor’s degree preferred.
Ability to communicate in English and French is a plus.
Additional Information Starting pay is $17.79 per hour ($37,000 annually). In addition to base salary, employees may participate in an annual bonus plan or a role‑based sales incentive plan. We offer comprehensive benefits, including robust health plans, a 401(k) with company contribution, product discounts, flexible time off, adoption benefits, and more.
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, marital status, protected veteran status, sexual orientation, genetic history, or any other legally protected characteristic.
#J-18808-Ljbffr