Job Description

ABOUT THE JOB

As the Customer Solutions Representative, you are the “Voice of Master Lock” that consumers interact with when they have product or warranty questions. You will provide world-class customer service to our consumers and receive paid virtual training in Master Lock products to make sure you are ready to assist our customers.

Prior to the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career.

Master Lock offers a competitive starting rate of $37k/yr ($17.79/hour) with the possibility of overtime and benefits from day one, which include medical, dental, vision, monthly and annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more.

This position is 100% remote and Master Lock provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin August 8, 2023, training hours of 8:30 am-5:00 pm CST (M-F). After completion of training, hours will be Monday thru Friday, 8:30am-5:00pm CST.

YOUR ROLE:

• Develop and maintain knowledge of Master Lock and Sentry Safe products, policies and procedures to accurately aid both internal and external customers in a timely manner.
• Deliver a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Master Lock
• Understand and maintain knowledge of all technical systems and tools required to input and retrieve information; includes computer hardware and software, telephone systems, and e-business tools/technology.
• Manage issues/requests received through ACD telephone line, email, fax and web to resolution.
• Daily workload expectations include handling high volume inbound/outbound phone calls and emails from Consumer, Commercial and Retail customers.
• Provide appropriate follow up to ensure correct order processing from point of entry to order shipment and delivery.
• Interface with other departments to resolve customer issues. Must be capable of trouble shooting customer product issues and or provide technical support on electro-mechanical products as needed.
• Accountable for individual contributions to team success including reliable time and schedule adherence, achieving daily phone availability and meeting service level goals.
• Participate in projects and initiatives that support call center needs and goals as needed.
• Distribute coupons to customers to drive revenue generation in Customer Solutions department.

Qualifications

• High school diploma or equivalent required. College degree or currently working towards the completion of a college degree strongly preferred.
• Previous experience working in a product call center, order entry department, or other fast-paced customer service environment.
• Strong organizational, prioritization/time management skills and ability to multi-task.
• Excellent interpersonal skills required; ability to interface with customers in a manner which instills confidence in Master Lock’s products and business; ability to successfully interact with variety of customers and work through challenging situations.
• Strong verbal and written communication skills.
• High comfort level with rapidly changing technology; ability to quickly learn and apply computer skills.
• Must be able to work in and adapt to a dynamic, fast paced, multi-tasking, team-based environment.

** __**PREFERRED QUALIFICATIONS: __

• High School diploma or equivalent required. College degree or currently working towards the completion of a college degree strongly preferred.
• 2 years’ experience in a contact center or other fast-paced customer service environment required.
• Excellent professional communication skills required, both verbal and written
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus
• Must be able to thrive in a work environment that demands high-level focus, low-mobility, and high observation
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
• Must be available for training August 8, 2023 through August 29, 2023*, and October 2, 2023*-October 23, 2023* (these dates could change)
• Incumbent must meet internet speed requirements, have a safe and secure workspace, and follow department Remote Work Policy

Additional Information

Benefits

• 100% Remote Position

• Diverse, inclusive, and welcoming culture with Employee Resource Groups

• 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

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

• The salary range for this position is $33,000 - $42,000 with a typical starting pay of $37,000

At Fortune Brands Innovations, 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, inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more.

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/handicap status, 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 FBIN.Recruiting@fbhs.com and let us know the nature of your request along with your contact information.