Customer Service Representative

Master Lock; Rochester (MN); Remote; USD 36,000; Full time

Job summary

A leading consumer products company is seeking an Associate Product Consultant to provide excellent service regarding Moen products. This fully remote role involves resolving consumer inquiries, maintaining extensive product knowledge, and offering support in a high-volume call environment. The ideal candidate should have a high school diploma, customer service experience, and strong communication skills. Benefits include medical coverage from day one, 401(k) matching, and opportunities for merit increases.

Benefits

100% Remote Position

Diverse and inclusive culture

Self-led career development program

Annual merit increases

Medical, dental, and vision coverage

Paid time off

Tuition Reimbursement

401(k) with company match

Profit Sharing

Qualifications

• Experience in a customer service position is required; call center experience is preferred.
• Must be able to thrive in a work environment that mandates low mobility.
• Must be available for training December 1, 2025 - December 30, 2025.

Responsibilities

• Handles and resolves a high volume of incoming calls.
• Develops and maintains knowledge of Moen products.
• Delivers a consumer experience that drives word-of-mouth advertisement.

Skills

Customer service experience

Verbal and written communication

Proficient in PC skills

Bilingual in French or Spanish

Education

High School diploma or equivalent

Tools

Microsoft Teams

Job description

Overview

Company: Fortune Brands Innovations. The organization emphasizes culture, inclusion, and integrity. This description includes information about who we are and what we value as a company.

Position: Associate Product Consultant, described as the “Voice of Moen” for consumer product, installation, and warranty questions. The role includes comprehensive paid virtual training on Moen products and pairing with a tenured teammate prior to independent work.

Responsibilities

• Handles and resolves a high volume of incoming calls by determining the cause of the problem, finding a reasonable solution, and communicating that solution to the consumer.
• Develops and maintains knowledge of Moen products and procedures to accurately aid consumers in a timely manner.
• Navigates multiple databases across multiple systems to provide the quickest response to the consumer.
• Delivers a consumer experience that helps to drive unsolicited, positive word-of-mouth advertisement for Moen.
• Take ownership of challenging/sensitive situations and resolve with a sense of urgency, and empathy.
• Demonstrates consistent achievement in meeting all required quality, call management and productivity metrics as well as adhering to all processes and procedures within the department.
• Performs other duties and/or special assignments as needed.

Qualifications

• High School diploma or equivalent.
• Experience in a customer service position is required; call center experience is preferred.
• Excellent professional verbal and written communication skills. Bi-lingual in French or Spanish is a plus.
• Proficient PC skills, including the ability to navigate multiple screens and systems. Experience with Microsoft Teams is a plus.
• Incumbent must meet internet speed requirements and have a safe and secure workspace.
• Must be able to thrive in a work environment that mandates low mobility and high observation.
• Must be available for training December 1, 2025 - December 30, 2025.
• Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if necessary.

Benefits

• 100% Remote Position
• Diverse, inclusive, and welcoming culture with Employee Resource Groups
• Self-led career development program with rewarding pay increases
• Annual merit increases and company bonus opportunities
• Medical, dental, and vision coverage from day one
• Paid time off from day one
• Tuition Reimbursement
• 401(k) with company match up to 3%
• Profit Sharing

Additional Information

• All your information will be confidential according to EEO guidelines.

• The salary range for this position is $33,900 - $41,420 with a typical starting pay of $35,500

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates 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 information, or any other legally protected characteristic.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [e-mail] and let us know the nature of your request along with your contact information.