The Supervisor, Smart Home Consumer Services will lead the Smart Home team at our Consumer Services Contact Center. The position will also act as Tier 3 contact back up and resolution support to Smart Home associates who are handling customer issues. The incumbent will act as the smart home subject matter expert on Moen’s Consumer Services team. This position will be responsible for managing direct reports and will report to Manager, Smart Home Consumer Services.

This is a remote role. Must be able to work scheduled shifts. Call center hours are M-F 8a-7p EST and Saturday 9:30a-6p EST; this position will be expected to work rotating and on call shifts. Call center hours subject to change.

RESPONSIBLIITIES:

• Guide, mentor, and oversee performance results for a team of Moen’s smart home team members.
• Ensure appropriate staffing levels through forecast planning to include hiring, training, service evaluating, disciplinary actions, mentoring, coaching, succession planning, dismissing, and other actions as required.
• Resolve elevated customer connectivity, WIFI, networking and App support issues through all contacts for Moen’s smart home products in a call center environment.
• Oversee the team’s achievement of strategic initiatives; incorporate new business, determine business drivers, reduce per transaction cost, and increase efficiencies.
• Initiate process improvements, adhere to formal processes, and deploy proper business standards.
• Manage and regularly review the team for full compliance of all audit requirements, formal processes and departmental and Moen Inc. procedures.
• Embrace, foster and participate in training and educational opportunities that target professional growth for self and your direct reports.
• Respond to special assignments and added responsibilities as required.

BASIC QUALIFICATIONS:  

• Bachelor’s degree is required. In lieu of a degree, must possess an additional 4 years of related experience.
• Minimum of 3 years of experience (to include supervisory experience) is required; prior experience in a call center is preferred.
• Experienced with supporting a process driven culture.
• Proficient PC skills with an emphasis on MS Office suite including MS Word, PowerPoint and Excel.
• Strong working knowledge of Contact Center tools, terminology and trends.
• Comprehensive knowledge of information technology systems comprised of personal computer hardware, Microsoft Windows operating system, Microsoft Office Professional including Office, Power point and Excel.
• Strong knowledge of smart phone and smart home technologies including Apple and Android apps and digital voice assistants.
• Previous work experience with networking including troubleshooting routers and WIFI is required.
• Above average skills in written and verbal business communications as well as the ability to work independently and communicate with employees at all levels.
• Proven consistency in role model behavior and composure both on the front lines as well as behind the scenes.
• Effective change manager; promoting creativity and innovation.
• Skilled in interpersonal communications and business negotiations.
• Good organizational skills, proven ability to multitask and ability to function in a fast paced environment.
• Must be flexible in hours and days to be worked.

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $55,000 USD - $84,000 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, 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.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

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 [email protected] 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.