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.

Job Description

The Flo Product Resolution Specialist handles escalations and customer issues relating to Flo Installation and drives issue resolution until the customer is satisfied. Direct contact with customers, insurance agents, installation partners, internal call center staff and management and leadership within the Installation Services group. Role reports to Sr. Manager of Flo Installations for Flo Affinity business.

Responsibilities

• Take ownership of resolution of all Flo installation issues and resolve them to the point of customer satisfaction – ensuring that issues are resolved in a timely and professional manner.
• Track and report on all issues and measure effectiveness against Key Performance Indicators established by leadership.
• Handle escalated inbound calls, emails, and other communications with customers, insurance agents, installation partners, and internal call center staff and management.
• Make outbound calls and send emails to resolve any reported issues around installation.
• Provide recommendations to leadership and provide insight into trending issues along with potential solutions to minimize customer dissatisfiers.
• Make suggestions on activities that can be added to a list of key initiatives around Flo installation and customer experience, and execute assigned tasks and projects as directed.
• Conduct regular communications with cross functional stakeholders as needed to drive resolution to installer and customer issues.

Qualifications

• Bachelor’s degree in related field, or equivalent advanced call center customer service or installation management experience required.
• Strong skills in MS Office programs and online cloud file management platforms.
• 4+ years’ experience in Call Center Customer Service or similar experience required.
• Prior experience in project management preferred.
• Highly organized with impeccable follow up skills required.
• Position is remote with occasional, limited travel.