Customer Service Representative

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

📋 Description

• Act as the consumer-facing representative for Moen, addressing inquiries regarding products, installation, and warranty issues.

• Deliver exceptional customer service to consumers.

• Diagnose product problems and assist customers with clear, step-by-step solutions.

• Collect information, identify issues, and determine suitable solutions.

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

• Utilize various systems and knowledge bases to provide answers.

• Accurately document each customer interaction.

• Provide clear, precise, and beneficial customer experiences.

• Enhance product knowledge and troubleshooting skills over time.

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

• Collaborate with an experienced teammate during onboarding to ensure success.

⛳️ Requirements

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

• Strong, confident communication and active listening abilities.

• Empathy, patience, and sound decision-making skills.

• Problem-solving capabilities and the ability to navigate multiple systems while ensuring accuracy.

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

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

• Experience in fast-paced, metrics-driven environments is advantageous.

• Skills in de-escalation and service recovery are a plus.

• Familiarity with CRM systems or knowledge bases is beneficial.

🏝️ Benefits

• Comprehensive health insurance plans.

• Leading 401(k) program with company contributions.

• Discounts on products.

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

• Inclusive fertility and adoption benefits.

• Employee Resource Groups (ERGs).

• Over 200 hours of paid virtual training.

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

• Opportunities for monthly and annual bonuses.

• Paid time off available from day one.

• Tuition reimbursement programs.

• 401(k) with company matching up to 3%.

• Profit sharing.

• Provision of necessary work equipment.