You are a customer service professional with at least two years of experience in a fast-paced contact center and a high school diploma. You are comfortable inte
Work type: remote
Location: Wichita, KS
Salary: $37,000/yr
Type: Full-time
You are a customer service professional with at least two years of experience in a fast-paced contact center and a high school diploma. You are comfortable interpreting technical drawings and documentation to troubleshoot product issues for consumers. **What makes it worth a look...** Fortune Brands offers a fully remote position based in Wichita with a starting pay of $17.79 per hour, which equates to $37,000 annually. You will also participate in either an annual bonus plan or a sales incentive program, alongside a comprehensive benefits package that includes a 401(k) match. **You might be a good fit if you...** * Have two years of experience in a high-volume contact center environment. * Are proficient in Microsoft Office, specifically Outlook, Word, and Teams. * Can interpret technical drawings for product installation and repair. * Have prior experience working with ERP systems like SAP or Oracle.
## Job Description
JOB DESCRIPTION: The Luxury Product Consultant is responsible for providing high quality customer care to create a positive experience for customers and consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls and emails from customers when they have product questions, troubleshooting needs and warranty support.
Our contact center is open 6:00 am-4:00 pm PST M-F. Our starting pay is $17.79 per hour.
RESPONSIBLIITIES:
Luxury Consumer Experience: Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited "word of mouth" promotion for House of Rohl products.
Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction.
Ability to read and interpret techincal drawings and documentation for the purpose of resolving diagnosis, repair, and installation questions.
Leverage Technology for Support: Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products.
Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl.
Maintain Professionalism: Ensure composure and professionalism in all interactions, even in highpressure or complex situations.
Meet Performance Standards: Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures.
Accurate Record-Keeping: Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.
Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements.
## Qualifications
High desire to interact with and provide luxury service to our customers.
High School diploma or equivalent required.
2 years experience in a contact center or other fast-paced customer service environment required.
Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department’s Remote Work Policy
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
Demonstrated ability 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
Associate’s or Bachelor's degree is preferred
Prior ERP (SAP, Oracle, etc.) experience preferred
Ability to communicate in English and French is a plus
## Additional Information
Fortune Brands believes in fair and equitable pay. A typical starting pay for this role is $37,000 annually ($17.79 p/h) USD. 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, 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).