Customer Service Representative at Fortune Brands

You are a customer service professional with at least two years of experience in high-volume contact centers and a high school diploma. You are comfortable usin

Work type: remote

Location: Indianapolis, IN

Salary: $37,000/yr

Type: Full-time

Summary

You are a customer service professional with at least two years of experience in high-volume contact centers and a high school diploma. You are comfortable using Microsoft Office and can perform basic math like percentages and fractions to assist with product troubleshooting. **What makes it worth a look...** Fortune Brands offers a fully remote role based out of Indianapolis with an annual salary of $37,000. You also get a 401(k) program with company contributions and access to annual performance-based bonus plans. **You might be a good fit if you...** * Have at least two years of professional contact center experience. * Possess strong proficiency with Microsoft Outlook and Word. * Can manage and de-escalate difficult conversations over the phone. * Are comfortable using ERP software like SAP or Oracle.

Job Description

## Job Description
The Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers when they have product and warranty questions.

This is a remote role. Regular hours are Monday through Friday from 8am to 5pm.

• Deliver exceptional customer experiences, enhancing the reputation of FBIN products through professional, empathetic, and solution‑focused interactions—especially with customers who may be upset, frustrated, or dissatisfied.


• Manage a high volume of inbound calls, calmly de‑escalating emotional situations while accurately identifying customer issues and providing clear, effective resolutions for product and technical support.


• Use technology and internal systems to assist consumers with product identification, troubleshooting, and guiding them through repair or installation processes with patience and clarity.


• Confidently apply high school–level mathematics, including decimals, fractions, percentages, and basic calculations, to support product measurements, specifications, troubleshooting steps, and warranty or pricing discussions.


• Resolve challenging consumer situations by actively listening, demonstrating empathy, and ensuring positive outcomes for both the customer and FBIN.


• Meet or exceed daily performance targets related to call quality, call handling, productivity, and adherence to all processes and procedures.


• Accurately document customer interactions, product details, calculations, and troubleshooting actions to ensure thorough and efficient record‑keeping.

• High School diploma or equivalent required.


• 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


• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy

PREFERRED QUALIFICATIONS:

• Associate’s or Bachelor's degree is preferred


• Prior ERP (SAP, Oracle, etc.) experience preferred

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, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at [fbin.com](https://fbin.com/).

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