Customer Service Representative
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Job Description
Remote Customer Service Representative supporting Moen consumers with product troubleshooting, installation guidance, and warranty decisions. Providing customer service for Fortune Brands Innovations’ Moen brand.
Responsibilities:
- Serve as the consumer-facing “Voice of Moen” for product, installation, and warranty questions
- Provide world-class customer service to consumers
- Troubleshoot product issues and guide customers through clear, step-by-step fixes
- Gather details, diagnose issues, and determine appropriate solutions
- 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 customer experiences
- Build product knowledge and improve troubleshooting capabilities over time
- Complete over 200 hours of paid virtual product training
- Work with a tenured teammate during onboarding to prepare for success
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 skills and ability to work 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 is nice to have
- Experience in high-volume, metric-driven environments is nice to have
- De-escalation and service recovery experience is nice to have
- Familiarity with CRM systems or knowledge bases is nice to have
Benefits:
- Comprehensive 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
- Medical, dental, and vision coverage from day one
- Monthly and annual bonus opportunities
- Paid time off from day one
- Tuition reimbursement
- 401(k) with company match up to 3%
- Profit sharing
- Necessary work equipment provided
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