Customer Service Representative
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Job Description
Remote Associate Product Consultant serving as Moen’s customer-facing product expert. Troubleshooting installation and warranty issues while guiding consumers through accurate solutions.
Responsibilities:
- Serve as the customer-facing “Voice of Moen” for product, installation, and warranty questions
- Provide world-class customer service to consumers
- Troubleshoot product issues and diagnose problems
- Guide customers through clear, step-by-step fixes
- Make warranty decisions, including replacements or next steps, according to Moen standards
- Use multiple systems and knowledge bases to find answers
- Document every customer interaction accurately
- Deliver clear, accurate, and helpful service on every contact
- Develop product knowledge and improve troubleshooting skills over time
- Complete over 200 hours of paid virtual training and onboarding with a tenured teammate
Requirements:
- High school diploma or GED, or a passing score on the specified assessment; diploma or GED needed for advancement
- Clear, confident communication and active listening
- Empathy, patience, and sound judgment
- Problem-solving skills and ability to work accurately across several systems
- Basic computer skills and willingness to learn new systems and products
- Experience in customer service, call centers, retail, hospitality, or technical support preferred
- Experience in high-volume, metric-driven environments preferred
- De-escalation and service recovery skills preferred
- Familiarity with CRM systems or knowledge bases preferred
- Ability to work Monday through Friday on 8-hour shifts within the specified Eastern Time schedule
Benefits:
- Comprehensive, competitive benefits prioritizing wellbeing and flexibility
- Robust health plans
- Market-leading 401(k) program with company contribution
- Product discounts
- Flexible time off benefits, including half-day summer Fridays per policy
- Inclusive fertility and adoption benefits
- Employee Resource Groups (ERGs)
- Over 200 hours of paid virtual training
- Monthly and annual bonus opportunities
- Paid time off from day one
- Medical, dental, and vision coverage from day one
- Tuition reimbursement
- 401(k) with company match up to 3%
- Profit sharing
- Necessary work equipment provided
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