Flo Resolution Specialist

Moen; North Olmsted (OH); Remote; USD 40,000 - 66,000; Full time

Job summary

An established industry player is seeking a Flo Resolution Specialist to enhance customer satisfaction by effectively managing escalated inquiries and installation issues. This role involves direct communication with customers, insurance agents, and installation partners, ensuring timely resolutions that meet key performance indicators. The ideal candidate will possess strong problem-solving skills and a background in call center customer service. Join a forward-thinking company committed to creating smarter, safer homes, and enjoy a supportive, inclusive culture that values your unique perspective and contributions.

Benefits

Comprehensive Health Plans

401(k) Program with Company Contribution

Product Discounts

Flexible Time Off Benefits

Half-Day Summer Fridays

Fertility/Adoption Benefits

Qualifications

• 4+ years of experience in senior or team leader call center roles.
• Highly organized with impeccable follow-up skills.

Responsibilities

• Manage escalated inquiries from customers and insurance agents.
• Drive resolution of installation issues, ensuring customer satisfaction.

Skills

Call Center Customer Service

Problem Resolution

Project Management

MS Office

Cloud File Management

Education

Bachelor's Degree in Related Field

Job description

Job Description

The Flo Resolution Specialist handles escalations and customer issues relating to Flo Installation and drives issue resolution until the customer is satisfied. Direct contact with customers, insurance agents, installation partners, internal call center staff and management and leadership within the Installation Services group. Role reports to Sr. Manager of Flo Installations for Flo Affinity business.

Responsibilities:

• Primarily responsible for managing escalated inquiries from customers and insurance agents concerning the installation of the Flo product.
• Works directly with Moen’s installation partners to resolve installation issues and ensure customers are satisfied.
• Drives resolution of all Flo installation issues, coordinating across teams to ensure timely and professional resolution that meets customer satisfaction.
• Tracks, analyzes, and reports on all installation issues, measuring effectiveness against Key Performance Indicators (KPIs) established by leadership.
• Proactively communicates with affected stakeholders, making outbound calls and sending emails to resolve reported installation issues.
• Identify and suggest initiatives to improve the Flo installation experience, supporting broader customer satisfaction and efficiency goals.

Qualifications:
Qualifications

• Bachelor’s degree in related field, or equivalent advanced call center customer service or installation management experience required.

• 4+ years’ experience in senior or team leader Call Center Customer Service and problem resolution experience required.

• Prior experience in project management preferred.

• Highly organized with impeccable follow up skills required.

• Strong skills in MS Office programs and online cloud file management platforms.

• Position is remote with occasional, limited travel.

Additional Information

Company Description:

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands [here]( https://www.fbin.com/careers/life-at-fortune-brands/” target=)

Additional Information:

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $40,000 USD - $66,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN

Equal Employment Opportunity:

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on 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.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

Reasonable Accommodations:

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If 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. Resumes submitted to this email address will not be responded to.

Compensation:
$44,000-$44,000 per year