Customer Service Representative

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

📋 Description

• Offer customer support for inquiries related to products, installation, warranties, and any product issues.

• Diagnose problems by collecting information, identifying issues, and guiding customers through detailed solutions.

• Make warranty-related decisions, such as replacements or next steps, in line with Moen standards.

• Utilize various systems and knowledge resources to provide accurate answers.

• Accurately document every interaction with customers.

• Ensure customer experiences are clear, precise, and beneficial.

• Enhance product knowledge and develop troubleshooting abilities over time.

• Complete over 200 hours of paid virtual training.

• Collaborate with an experienced colleague before completing training to prepare for the role.

⛳️ Requirements

• A high school diploma or GED, or a passing score on the required assessment; a diploma or GED is necessary for advancement.

• Clear and confident communication skills along with active listening abilities.

• Empathy, patience, and sound judgment are essential.

• Strong problem-solving capabilities.

• Ability to work across multiple systems while maintaining accuracy.

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

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

• Experience in high-volume, metric-driven environments is advantageous.

• Familiarity with de-escalation, service recovery, CRM systems, or knowledge bases is a plus.

• Availability to work Monday through Friday shifts in alignment with EST or the corresponding local time zone.

🏝️ Benefits

• Extensive health insurance plans.

• Leading 401(k) program with company contributions.

• Discounts on products.

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

• Inclusive benefits for fertility and adoption.

• Access to 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 the first day.

• Tuition reimbursement.

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

• Profit-sharing opportunities.

• Equipment provided by the company.

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

• Annual merit increases and opportunities for company bonuses.