Customer Service Representative

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

📋 Description

• Act as the customer-facing “Voice of Moen” addressing inquiries related to products, installations, and warranties.

• Deliver exceptional customer service to consumers.

• Diagnose product issues and troubleshoot problems effectively.

• Assist customers by providing clear, step-by-step solutions.

• Make warranty-related decisions, including replacements or next steps, in line with Moen's standards.

• Utilize various systems and knowledge bases to obtain answers.

• Accurately document each customer interaction.

• Ensure every contact provides clear, accurate, and helpful service.

• Enhance product knowledge and improve troubleshooting abilities over time.

• Complete more than 200 hours of paid virtual training and onboarding with an experienced teammate.

⛳️ Requirements

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

• Strong, confident communication skills and active listening abilities.

• Demonstrated empathy, patience, and sound judgment.

• Problem-solving capabilities and proficiency in working accurately across multiple systems.

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

• Preferred experience in customer service, call centers, retail, hospitality, or technical support.

• Experience in high-volume, 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 within the designated Eastern Time schedule.

🏝️ Benefits

• Comprehensive and competitive benefits focusing on wellbeing and flexibility.

• Extensive health plans.

• Leading 401(k) program with company contributions.

• Discounts on products.

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

• Inclusive fertility and adoption benefits.

• Employee Resource Groups (ERGs).

• Over 200 hours of paid virtual training.

• Opportunities for monthly and annual bonuses.

• Paid time off available from day one.

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

• Tuition reimbursement.

• 401(k) with a company match of up to 3%.

• Profit sharing.

• All necessary work equipment will be provided.