Customer Service Representative

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Act as the representative of Moen for inquiries related to product, installation, warranty, and product issues.

• Deliver exceptional customer service to consumers.

• Complete more than 200 hours of compensated virtual product training.

• Collaborate with an experienced teammate during the onboarding process to ensure successful preparation.

• Resolve customer issues by collecting information, diagnosing problems, and guiding customers through step-by-step solutions.

• Make warranty determinations, including replacements or subsequent actions, in accordance with Moen standards.

• Search through various systems and knowledge bases for solutions.

• Accurately document every customer interaction.

• Provide clear, precise, and personable customer experiences.

• Enhance product knowledge and troubleshooting abilities over time.

⛳️ Requirements

• High school diploma or GED, or a passing score on the designated assessment; diploma or GED required for career advancement.

• Strong, confident communication skills and active listening abilities.

• Empathy, patience, and good judgment.

• Problem-solving abilities and capacity to work accurately across multiple systems.

• Basic computer proficiency and a willingness to learn new systems and products.

• Prior experience in customer service, call centers, retail, hospitality, or technical support is preferred.

• Experience in fast-paced, metric-driven environments is preferred.

• Skills in de-escalation and service recovery are preferred.

• Familiarity with CRM systems or knowledge bases is preferred.

• Availability to work Monday through Friday on 8-hour shifts during specified Eastern Time hours.

🏝️ Benefits

• Comprehensive health insurance plans.

• Competitive 401(k) program with a company contribution.

• Discounts on products.

• Flexible time off benefits, including half-day summer Fridays as per policy.

• Inclusive fertility and adoption benefits.

• Access to Employee Resource Groups (ERGs).

• Opportunities for career and professional advancement.

• Potential for overtime.

• Medical, dental, and vision coverage starting from day one.

• Opportunities for monthly and annual bonuses.

• Paid time off from the first day of employment.

• Tuition reimbursement programs.

• 401(k) with company match up to 3%.

• Profit sharing.

• Company-provided equipment.