Product Consultant (Customer Service) – Remote | Outdoors Business Unit | Future Opportunities at Fortune Brands

As a Product Consultant supporting our Therma-Tru or Larson brands, you will serve as the “Voice of the Brand” for consumers seeking product, technical, and warranty support. In this role, you will deliver high-quality service that creates a positive experience for our customers while helping them understand products, troubleshoot issues, and identify effective solutions.

You will manage inbound consumer calls, provide product guidance, and support service solutions while ensuring professionalism, accuracy, and responsiveness in a fast-paced environment. The ideal candidate is customer-focused, detail-oriented, and motivated to deliver solutions that strengthen both consumer trust and brand reputation.

We value individuals who can Think Fast, using tools, systems, and product knowledge to quickly diagnose issues and guide customers to effective solutions; Work It Together, collaborating with teammates and internal partners to support seamless consumer experiences; and Make the Hard Call, confidently navigating sensitive situations to determine fair and appropriate resolutions.

What you will be doing: 

• 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 product and technical support solutions
• Use available systems and product resources to identify products, explain solutions, and guide consumers through repairs or service kit installation
• Manage challenging or sensitive situations by identifying solutions that support both consumer satisfaction and business objectives
• Maintain professional communication and composure across all customer interactions
• Meet performance expectations including call quality, call management, 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 and service capabilities
• Support team initiatives and contribute to continuous improvement in customer service processes
• Perform other duties as assigned

• High School diploma or equivalent required
• 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; experience with Microsoft Teams preferred
• 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

PREFERRED QUALIFICATIONS

• 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

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $33,000 USD - $41,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.  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 fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information.

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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.