What are the responsibilities and job description for the Associate Product Consultant I position at Fortune Brands?
Company Description
At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here.
Job Description
Customer Service Representative otherwise known as Associate Product Consultants are the “Voice of Moen” that consumers interact with when they have product, installation, or warranty questions.
Consultants provide world class customer service to our consumers and receive over 200 hours of paid virtual training on Moen products. To ensure you are successful prior to the completion of training you will be paired with a tenured employee who will mentor new you as you start your new career.
What you'll do
- Deliver a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Moen Incorporated
- Manage inbound calls from consumers to resolve product and technical support issues. This includes identifying and determining the problem and cause, and explaining the best resolution
- Efficiently use technology to assist consumer with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
- Negotiate solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Moen
- Maintain professional composure during interactions
- Achieve daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures
- Records consumer demographics, product information, and troubleshooting efforts as required.
Qualifications
- High School diploma or equivalent required
- 2 years’ experience in a customer service environment required; call enter experience preferred
- Excellent professional communication skills required. *English/Spanish or English/French Bi-lingual capabilities are a plus and start at a higher salary
- 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 July 5, 2023-August 2, 2023* (these dates could change)
Additional Information
Benefits
- Competitive starting rate
- Benefits from day one which include medical, dental, vision, as well as monthly and annual bonus opportunities
- Product discounts, educational assistance, RRSP matching and much more
- This position is 100% remote and Moen provides all the necessary equipment to be successful.
Fortune Brands' Water Innovations (WINN) is a multi-brand plumbing business that is inspiring people by designing beautiful experiences with water. WINN's trusted brands include Moen and the House of Rohl portfolio. We welcome you to visit the Moen.com and HouseofRohl.com websites to learn more about us and why we are a top workplace.
Equal Employment Opportunity
Fortune Brands' WINN is an equal opportunity employer. WINN 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
Fortune Brands' WINN 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 send an e-mail to [email protected] and let us know the nature of your request along with your contact information.
