Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to 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.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

As a Customer Service Representative supporting our House of Rohl portfolio of luxury brands, you will play an important role in delivering exceptional customer experiences and building strong customer relationships. In this role, you will provide high-quality support to customers by managing inbound calls and emails related to product inquiries, troubleshooting assistance, and warranty support in a fast-paced contact center environment.

We value individuals who can Think Fast, responding thoughtfully and efficiently to customer needs while navigating multiple priorities; Work It Together, collaborating with teammates and cross-functional partners to deliver seamless customer experiences; and Make the Hard Call, using sound judgment to resolve customer concerns with professionalism, empathy, and care.

POSITION LOCATION: This position is fully remote with preference to candidates located in Ontario and Alberta provinces.

WORKING HOURS: Our contact center operates Monday–Friday from 9:00 a.m.–7:00 p.m. EST. Bilingual French Canadian / English required.

COMPENSATION: Starting pay for this position is $24.50 CAD per hour.

What you will be doing

• 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.
• Technical Documentation: Ability to read and interpret technical 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 high pressure 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.

• High school diploma or equivalent .
• 2+ years of experience in a contact center or fast-paced customer service environment.
• Bilingual fluency in English and French.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications, including Outlook and Word.
• Ability to remain focused and attentive in a fast-paced work environment.
• Demonstrated flexibility, teamwork, and a positive attitude.
• Must meet remote work requirements, including internet speed standards, background screening, and maintaining a safe, secure workspace in accordance with the Remote Work Policy.

PREFERRED QUALIFICATIONS:

• Associate’s or Bachelor’s degree.
• Experience with ERP systems such as SAP or Oracle.
• Experience using Microsoft Teams.

Fortune Brands believes in fair and equitable pay. 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, product discounts, 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.

Equal Employment Opportunity

Fortune Brands is an equal opportunity employer. Fortune Brands 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 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 [email protected] and let us know the nature of your request along with your contact information.

Important Notice: Protect Yourself from Fraudulent Job Postings

To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.

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