Customer Solutions Representative

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 January 26 2026  with training hours of 8 : 30 am-5 : 00 pm CST (M-F). Our contact center is open  Monday - Friday 8 : 30am - 5 : 00pm Central Time.

What you will be doing :

• 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

Qualifications :

Additional Information :

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 inclusive fertility / adoption benefits and more. We offer numerous Employee Resource Groups to support inclusivity and our associates feeling of belonging at work.

Fortune Brands is a brand innovation and channel leader focused on exciting supercharged categories in the home products security and commercial building markets. Our portfolio of brands includes Moen House of Rohl Aqualisa SpringWell Therma-Tru Larson Fiberon Master Lock SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield Illinois and trades on the NYSE as FBIN.

Equal Employment Opportunity

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race color religion sex gender identity or expression national origin ancestry age disability marital status protected veteran status sexual orientation genetic history or information or any other legally protected characteristic.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process please contact us at   and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.

Remote Work : Yes

Employment Type : Full-time

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1