Fortune Brands Innovations is hiring a Product Consultant to be the ‘Voice of the Brand’ for the Therma-Tru and Larson product lines within our Outdoors Business Unit. In this remote role, you will deliver high-quality technical and warranty support to consumers by diagnosing issues, providing clear guidance, and identifying effective solutions.
What You'll Do
- Deliver a positive consumer experience that strengthens brand perception and encourages customer advocacy.
- Manage inbound consumer calls to diagnose product concerns, determine root causes, and provide clear technical support solutions.
- Use internal systems and product resources to identify products, explain solutions, and guide consumers through repairs or service kit installation.
- Manage challenging situations by identifying solutions that support both consumer satisfaction and business objectives.
- Maintain professional communication and composure across all customer interactions.
- Meet performance expectations in call quality, productivity, and adherence to established processes.
- Accurately document consumer information, product details, and troubleshooting steps within internal systems.
- Participate in training and knowledge-sharing to build product expertise.
- Support team initiatives and contribute to continuous improvement in customer service processes.
What We're Looking For
- High School diploma or equivalent.
- Minimum of 2 years of experience in a contact center or fast-paced customer service environment.
- Strong verbal and written communication skills with the ability to clearly explain technical information.
- Proficiency in Microsoft Office applications including Outlook and Word.
- Ability to maintain focus and productivity in a structured remote work environment.
- Strong problem-solving skills with the ability to guide customers through solutions in real time.
- Demonstrated ability to collaborate with teammates and contribute to a positive team environment.
Nice to Have
- Associate’s or Bachelor’s degree, or currently working toward a degree.
- Experience supporting technical products or troubleshooting consumer product issues.
- Previous experience in a remote or virtual contact center environment.
- Experience with Microsoft Teams.
Technical Stack
- Microsoft Office (Outlook, Word)
- Microsoft Teams
Team & Environment
You will join Consumer Service teams within the Outdoors Business Unit, working in a fast-paced contact center environment.
Benefits & Compensation
- Robust health plans.
- Market-leading 401(k) program with a company contribution.
- Product discounts.
- Flexible time off benefits.
- Adoption benefits.
- Numerous ERGs (Employee Resource Groups).
- Annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
- Compensation Range: $33,000 USD - $41,000 USD
Work Mode
This is a fully remote position available to candidates located within the United States.
Fortune Brands is an equal opportunity employer evaluating 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.
