Customer Service Representative

Customer Service Representative

This opportunity is posted under the trusted Moen name and supports House of Rohl, Moen's luxury brand house, and part of Fortune Brands Innovations' portfolio of premium brands, including Riobel, Perin + Rowe, Aqualisa, Springwell, and more. House of Rohl specializes in design-driven, premium kitchen and bath products for the high-end showroom and design market. This role offers the experience of working within a luxury brand environment, supported by the scale, resources, and long-term stability of Moen.

The Luxury Product Consultant is an Inbound Customer Service Representative 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 8:00 am-6:00 pm CST M-F. Our starting pay is $17.79 per hour.

RESPONSIBILITIES:

• 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 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.

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 CRM/ERP (SAP, Oracle, etc.) or similar system experience preferred
• Ability to communicate in English and French is a plus

Additional Information:

Fortune Brands believes in fair and equitable pay. Base salary for this position is $37,000 annually ($17.70 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.

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 View email address on click.appcast.io and let us know the nature of your request along with your contact information.

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