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.

The Larson 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.

As the Product Consultant, you are the “Voice of Larson Doors” that consumers interact with when they have product, technical, or warranty questions. You will provide world-class customer service to our consumers and receive paid virtual training in Larson 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.

Larson 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 Larson provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin on March 23, 2026 with training hours of 8:30 am-5:00 pm CST (M-F). Our contact center is open Monday - Friday 7:30am - 5:00pm Central Time & Saturday 7:30 – 4:00 pm Central Time; the incumbent will be scheduled to work an 8-hour shift during those hours. Saturdays are scheduled on a rotating basis.

RESPONSIBLIITIES:

• Deliver a positive consumer experience that strengthens brand perception and drives unsolicited word of mouth advocacy.
• Manage inbound consumer calls to diagnose issues, determine root causes, and provide clear product and technical support solutions.
• Use technology effectively to identify products, explain resolutions, and guide consumers through repairs or installation of service kits.
• Navigate challenging or sensitive situations by negotiating solutions that create positive outcomes for both the consumer and Larson.
• Maintain professional composure and communication throughout all interactions.
• Consistently meet daily performance metrics, including call quality, call management, productivity, and adherence to established processes.
• Accurately document consumer information, product details, and troubleshooting steps as required.
• Performs other duties and/or special assignments as needed

• High School diploma or equivalent required. College degree or currently working towards the completion of a college degree is strongly preferred.
• 2 or more 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 meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy.

Fortune Brands believes in fair and equitable pay. The base salary for this role is  $37,000 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.

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.