Customer Service Representative

The Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers when they have product and warranty questions.

This is a remote role. Regular hours are Monday through Friday from 8am to 5pm.

• Deliver exceptional customer experiences, enhancing the reputation of FBIN products through professional, empathetic, and solution‑focused interactions—especially with customers who may be upset, frustrated, or dissatisfied.
• Manage a high volume of inbound calls, calmly de‑escalating emotional situations while accurately identifying customer issues and providing clear, effective resolutions for product and technical support.
• Use technology and internal systems to assist consumers with product identification, troubleshooting, and guiding them through repair or installation processes with patience and clarity.
• Confidently apply high school–level mathematics, including decimals, fractions, percentages, and basic calculations, to support product measurements, specifications, troubleshooting steps, and warranty or pricing discussions.
• Resolve challenging consumer situations by actively listening, demonstrating empathy, and ensuring positive outcomes for both the customer and FBIN.
• Meet or exceed daily performance targets related to call quality, call handling, productivity, and adherence to all processes and procedures.
• Accurately document customer interactions, product details, calculations, and troubleshooting actions to ensure thorough and efficient record‑keeping.