Customer Service Representative
House of Rohl, Wichita, KS, United States
Company Description
Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company focused on exciting opportunities within the home, security and commercial building markets. Our purpose is to elevate every life by transforming spaces into havens.
Job Description The Luxury Product Consultant is responsible for providing high quality customer care to create a positive experience for customers and consumers. The role requires managing inbound calls and emails from customers with product questions, troubleshooting needs and warranty support. The contact center is open 6:00 am–4:00 pm PST M–F. Starting pay is $17.79 per hour.
Responsibilities
Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited word‑of‑mouth promotion for House of Rohl products.
Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify root causes and communicate effective solutions, ensuring consumer satisfaction.
Read and interpret technical drawings and documentation to diagnose, repair, and address installation questions.
Utilize available technology to assist consumers in identifying products, explain resolutions, and provide technical guidance on installation, repair, and use of service kits or products.
Manage challenging or sensitive consumer situations with professionalism, working toward 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 achieve daily targets 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.
2 years experience in a contact center or other fast‑paced customer service environment required.
Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow the department’s Remote Work Policy.
Excellent professional communication skills required, both verbal and written.
Proficient PC skills, including Microsoft Office Suite (Outlook, Word), and experience with Microsoft Teams.
Demonstrated ability to thrive in a work environment that demands high‑level focus, low mobility, and high observation.
Positive approach to business, demonstrating flexibility and teamwork.
Associate’s or Bachelor’s degree preferred.
Prior ERP (SAP, Oracle, etc.) experience preferred.
Ability to communicate in English and French is a plus.
Additional Information Fortune Brands believes in fair and equitable pay. A typical starting pay for this role is $37,000 annually ($17.79 per hour) USD. Employees may participate in an annual bonus plan or a role‑based sales incentive plan.
Benefits include comprehensive health plans, a market‑leading 401(k) program with company contributions, product discounts, flexible time‑off benefits, adoption benefits, and more. Extensive Employee Resource Groups promote a sense of 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 need accommodations for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com with details.
Important Notice Fortune Brands job postings are exclusively hosted on our website at
fbin.com/careers
via the SmartRecruiters platform. The company will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.
#J-18808-Ljbffr
Job Description The Luxury Product Consultant is responsible for providing high quality customer care to create a positive experience for customers and consumers. The role requires managing inbound calls and emails from customers with product questions, troubleshooting needs and warranty support. The contact center is open 6:00 am–4:00 pm PST M–F. Starting pay is $17.79 per hour.
Responsibilities
Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited word‑of‑mouth promotion for House of Rohl products.
Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify root causes and communicate effective solutions, ensuring consumer satisfaction.
Read and interpret technical drawings and documentation to diagnose, repair, and address installation questions.
Utilize available technology to assist consumers in identifying products, explain resolutions, and provide technical guidance on installation, repair, and use of service kits or products.
Manage challenging or sensitive consumer situations with professionalism, working toward 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 achieve daily targets 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.
2 years experience in a contact center or other fast‑paced customer service environment required.
Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow the department’s Remote Work Policy.
Excellent professional communication skills required, both verbal and written.
Proficient PC skills, including Microsoft Office Suite (Outlook, Word), and experience with Microsoft Teams.
Demonstrated ability to thrive in a work environment that demands high‑level focus, low mobility, and high observation.
Positive approach to business, demonstrating flexibility and teamwork.
Associate’s or Bachelor’s degree preferred.
Prior ERP (SAP, Oracle, etc.) experience preferred.
Ability to communicate in English and French is a plus.
Additional Information Fortune Brands believes in fair and equitable pay. A typical starting pay for this role is $37,000 annually ($17.79 per hour) USD. Employees may participate in an annual bonus plan or a role‑based sales incentive plan.
Benefits include comprehensive health plans, a market‑leading 401(k) program with company contributions, product discounts, flexible time‑off benefits, adoption benefits, and more. Extensive Employee Resource Groups promote a sense of 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 need accommodations for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com with details.
Important Notice Fortune Brands job postings are exclusively hosted on our website at
fbin.com/careers
via the SmartRecruiters platform. The company will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.
#J-18808-Ljbffr