Customer Service Representative - Troubleshooting and Support

Fortune Brands; USA; Remote; USD 40.000 - 55.000; Vollzeit

Zusammenfassung

Fortune Brands is seeking a remote customer service professional to assist consumers of household goods. You will respond to inquiries, guide users through product setup and troubleshooting, and resolve issues via phone, chat, or email.

The role requires strong communication, independence in a remote setting, and the ability to navigate multiple systems while delivering timely, accurate support to uphold customer satisfaction and brand loyalty.

Qualifikationen

• Experience in customer service or contact center.
• Strong verbal and written communication.
• Ability to work independently in a remote setting.
• Problem-solving mindset with strong attention to detail.
• Comfort navigating multiple systems while speaking with customers.

Aufgaben

• Respond to inbound customer inquiries regarding product setup, use, and troubleshooting.
• Diagnose and resolve product issues through phone, chat, and/or email channels.
• Document customer interactions, root causes, and outcomes in a CRM or support platform.
• Escalate complex or recurring issues to the appropriate internal teams for follow-up.
• Maintain up-to-date knowledge of product lines, features, warranties, and support policies.
• Meet individual and team performance targets for response time, resolution, and quality.

Kenntnisse

Communication

Remote work

Customer service

CRM navigation

Tools

CRM software

Ticketing system

Jobbeschreibung

Role overview

This is a remote customer service role supporting consumers of household goods, focused on troubleshooting product issues and providing responsive assistance. The position sits within a consumer products environment where timely, accurate support directly shapes customer satisfaction and brand loyalty.

Responsibilities

• Respond to inbound customer inquiries regarding product setup, use, and troubleshooting
• Diagnose and resolve product issues through phone, chat, and/or email channels
• Document customer interactions, root causes, and outcomes in a CRM or support platform
• Escalate complex or recurring issues to the appropriate internal teams for follow-up
• Maintain up-to-date knowledge of product lines, features, warranties, and support policies
• Meet individual and team performance targets for response time, resolution, and quality

Requirements

• Previous customer service or contact center experience, ideally in consumer goods or a related field
• Strong verbal and written communication skills
• Ability to work independently in a remote setting with reliable internet and a quiet workspace
• Problem-solving mindset with strong attention to detail
• Comfort navigating multiple systems and tools simultaneously while speaking with customers