Customer Service Representative – Troubleshooting and Support

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

📋 Description

• Provide assistance to customers regarding troubleshooting, warranty inquiries, installation support, and product issues through inbound phone calls, chats, or emails.

• Collect relevant information, pinpoint root causes, and assess possible solutions to product-related problems.

• Guide customers through detailed, step-by-step troubleshooting processes.

• Assess warranty outcomes, replacement alternatives, or subsequent actions in accordance with Moen policies.

• Efficiently navigate various systems, tools, and knowledge bases concurrently.

• Precisely log interactions, troubleshooting methods, and resolutions.

• Achieve standards for quality, productivity, and customer satisfaction.

• Maintain composure while handling high volumes of interactions and intricate situations.

• Enhance product knowledge and improve troubleshooting capabilities.

• Foster customer trust through transparent, empathetic communication and sound decision-making.

⛳️ Requirements

• High School Diploma or GED (or higher) is required.

• Excellent verbal communication and active listening skills are essential.

• Ability to exhibit empathy, patience, and sound judgment in interactions.

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

• Strong critical thinking and problem-solving skills are required.

• Capability to multitask while ensuring accuracy is needed.

• A desire to learn about technical product details and support procedures is expected.

• Full attendance during the mandatory four-week training program is essential.

• An average assessment score of 75% or higher must be maintained during training.

• Ability to work a rotating schedule from Monday to Friday post-training is necessary.

• Preferred: Prior experience in customer service, call centers, retail, hospitality, technical support, or other customer-facing roles.

• Preferred: Experience in fast-paced, metrics-driven environments.

• Preferred: Understanding of de-escalation techniques, service recovery, or managing complex customer issues.

• Experience in troubleshooting products, services, or technical problems is required.

• Experience in supporting customers through phone, chat, email, or other channels is essential.

• Familiarity with CRM systems, knowledge bases, or support technologies is preferred.

• Experience applying policies or guidelines to resolve customer issues is required.

🏝️ Benefits

• Opportunities for bonuses.

• Comprehensive health insurance plans.

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

• Discounts on products.

• Flexible time-off benefits.

• Adoption assistance benefits.

• Employee Resource Groups (ERGs).

• Reasonable accommodations for individuals with disabilities.