Customer Service Representative
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Job Description
Remote Associate Product Consultant supporting Moen customers with product, installation, and warranty questions. Troubleshooting issues and guiding consumers through clear solutions.
Responsibilities:
- Provide customer service for product, installation, warranty, and product concern inquiries
- Troubleshoot issues by gathering details, diagnosing problems, and guiding customers through step-by-step fixes
- Make warranty decisions, including replacements and 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 customer experiences
- Develop product knowledge and improve troubleshooting skills
- Complete over 200 hours of paid virtual product training
- Work with a tenured teammate during onboarding to prepare for the role
Requirements:
- High school diploma or GED, or a passing score on the specified assessment (a diploma or GED is needed for advancement)
- Clear, confident communication and active listening
- Empathy, patience, and sound judgment
- Problem-solving ability and comfort working across several systems while maintaining accuracy
- 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
Benefits:
- Comprehensive, competitive health plans
- Market-leading 401(k) program with a company contribution
- Product discounts
- Flexible time off benefits, including half-day summer Fridays per policy
- Inclusive fertility / 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
- Company-provided equipment
- Self-led career development program with rewarding pay increases
- Annual merit increases and company bonus opportunities
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