Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we 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.

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

Explore life at Fortune Brands here .

The Master Lock Consumer Service team is comprised of front-line professionals who take pride in ensuring an excellent customer experience. They are the personal connection between our company and our customers.

YOUR ROLE

As the Customer Solutions Representative, you are the “Voice of Master Lock” that consumers interact with when they have product or warranty questions. You will provide world-class customer service to our consumers and receive paid virtual training in Master Lock products to make sure you are ready to assist our customers.

Before the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career.

Master Lock offers a competitive starting rate of $37k/yr ($17.79/hour) and benefits from day one, which include medical, dental, vision, annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more.

This position is 100% remote and Master Lock provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin on May 4, 2026 with training hours of 8:00 am-4:30 pm CST (M-F). After training you will transition to our regular contact center hours of Monday - Friday 8:30am - 5:00pm Central Time.

Responsibilities

Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Master Lock; Manages 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; Efficient use of technology to assist consumers with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.; Negotiates solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Master Lock; Maintains professional composure during interactions; Achieves 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; Performs other duties and/or special assignments as needed

Requirements

High School diploma or equivalent required. College degree or currently working towards the completion of a college degree is strongly preferred.; 2 years experience in a contact center or other fast-paced customer service environment required.; 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 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; Incumbent must have access to a Static IP address via hardwired internet connection and meet internet speed requirements; Incumbent must pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy