Customer Service Representative

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

📋 Description

• Deliver exceptional customer service for inquiries related to product, installation, warranty, and concerns.

• Diagnose issues by collecting details, identifying problems, and guiding customers through step-by-step solutions.

• Make warranty decisions, including replacements and subsequent steps, in accordance with Moen standards.

• Utilize various systems and knowledge bases to obtain accurate answers.

• Accurately document each customer interaction.

• Provide clear, precise, and supportive customer experiences.

• Enhance product knowledge and refine troubleshooting abilities.

• Complete over 200 hours of compensated virtual product training.

• Collaborate with an experienced teammate during onboarding to ensure readiness for the role.

⛳️ Requirements

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

• Clear and confident communication along with active listening skills.

• Demonstrated empathy, patience, and sound judgment.

• Ability to solve problems and work across various systems while ensuring accuracy.

• Basic computer skills 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.

🏝️ Benefits

• Comprehensive and competitive health plans.

• Market-leading 401(k) program with company contribution.

• Discounts on products.

• Flexible time-off benefits, including half-day summer Fridays 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 starting from day one.

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

• Tuition reimbursement.

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

• Profit sharing.

• Equipment provided by the company.

• Self-directed career development program with opportunities for rewarding pay increases.

• Annual merit increases and company bonus opportunities.