Customer Service Representative - Water Quality

The Master Lock Company; Deerfield (IL); Remote; USD 41,000 - 59,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance customer experiences with home water filtration systems. This remote role emphasizes exceptional service, technical support, and effective communication. You'll be part of a dynamic team that values diversity and innovation, where your contributions can lead to meaningful customer interactions and loyalty. With a competitive salary and comprehensive benefits, this opportunity is perfect for those looking to make a positive impact while working from home.

Benefits

Health Plans

401(k)

Product Discounts

Flexible Time Off

Qualifications

• 2+ years in a fast-paced customer service environment.
• 6+ months in technical product support is a must.

Responsibilities

• Provide exceptional customer service for water filtration systems.
• Resolve technical inquiries and guide customers through installations.

Skills

Verbal Communication

Written Communication

Problem Solving

Time Management

Adaptability

Education

High School Diploma

Associate's Degree

Bachelor's Degree

Tools

Outlook

Word

Teams

ERP Systems (SAP, Oracle)

Job description

Customer Service Representative - Water Quality

• Full-time
• Department: Consumer Services

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 brands can positively impact our business, shareholders, people, and the planet. Joining Fortune Brands means becoming 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 to be authentic, and our differences are a strength. Explore life at Fortune Brands here.

We are seeking a dedicated and tech-savvy Customer Service Representative to support customers with our home water filtration systems. This remote role involves providing exceptional service by resolving technical and warranty inquiries, troubleshooting, and guiding customers through installation and maintenance, creating a positive brand experience that encourages loyalty.

This is a remote role. Hours will shift to cover 8am ET – 7pm ET.

Key Responsibilities:

1. Deliver an Exceptional Customer Experience: Create memorable, positive interactions that foster loyalty and referrals.
2. Provide Product & Technical Support: Respond to inbound calls and emails, diagnose issues, and assist with installations and repairs.
3. Leverage Digital Tools: Use internal systems to guide customers on product selection, warranty, and usage.
4. Handle Challenging Situations: Manage difficult conversations with empathy and professionalism.
5. Stay Composed Under Pressure: Maintain professionalism while managing multiple priorities.
6. Meet Performance Metrics: Achieve daily targets for quality, responsiveness, and efficiency.
7. Document Interactions: Record detailed customer interactions and troubleshooting steps accurately.
8. Be a Team Player: Adapt to shifting priorities, assist with projects, and support team initiatives.

Qualifications:

• High school diploma or equivalent
• At least 2 years of experience in a fast-paced contact center or customer service environment
• Minimum 6 months experience in technical product support
• Excellent verbal and written communication skills
• Strong computer proficiency (Outlook, Word, Teams)
• Ability to work effectively remotely
• Collaborative and solutions-focused attitude

Preferred Qualifications:

• Associate’s or Bachelor’s degree
• Experience with ERP systems like SAP or Oracle
• Background in technical support roles

Core Competencies:

• Customer Focus
• Tech Savvy
• Emotional Intelligence
• Problem Solving
• Time Management
• Adaptability
• Communication
• Team Collaboration

Fortune Brands offers a competitive salary range of $41,000 to $58,300 USD, with potential bonuses or incentives based on performance. We also provide comprehensive benefits supporting health, wellness, and work-life balance, including health plans, 401(k), product discounts, flexible time off, and inclusive resource groups.

Our portfolio includes brands like Moen, House of Rohl, Aqualisa, and others, focusing on exciting categories in home products, security, and commercial markets. Headquartered in Deerfield, Illinois, Fortune Brands trades on the NYSE as FBIN.

We are an equal opportunity employer and do not discriminate based on legally protected characteristics. We provide reasonable accommodations for applicants with disabilities upon request.

Beware of scams: Our official job postings are only on our careers page at www.fbin.com/careers.