Customer Service Representative – Troubleshooting and Support

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

📋 Description

• Provide assistance to customers with troubleshooting, warranty inquiries, installation assistance, and product issues through incoming phone calls, chat, or email communications.

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

• Steer customers through detailed troubleshooting processes.

• Assess warranty results, replacement options, or subsequent actions in accordance with Moen's guidelines.

• Utilize multiple systems, tools, and knowledge bases to investigate and resolve issues effectively.

• Precisely record interactions, troubleshooting procedures, and solutions.

• Achieve quality, productivity, and customer satisfaction goals.

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

• Enhance product knowledge and improve troubleshooting capabilities.

• Analyze information and identify solutions in real-time.

• Foster customer trust through transparent and empathetic communication.

• Exercise judgment to assess warranty eligibility, escalation requirements, and suitable resolutions.

⛳️ Requirements

• High School Diploma or GED (or higher qualification).

• Excellent verbal communication and active listening skills.

• Capacity to exhibit empathy, patience, and sound judgment.

• Basic computer skills and willingness to learn new systems.

• Strong critical thinking and problem-solving skills.

• Ability to multitask while ensuring accuracy.

• Eagerness to learn technical product details and support procedures.

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

• Must maintain an average assessment score of 75% or higher during Weeks 1–3 of training.

• Preferred: Experience in customer service, call centers, retail, hospitality, technical support, or other roles that involve direct customer interaction.

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

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

• Experience in troubleshooting products, services, or technical issues.

• Experience in providing customer support via phone, chat, email, or other communication channels.

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

• Experience in applying policies or guidelines to resolve customer issues.

🏝️ Benefits

• Bonus opportunities.

• Comprehensive health plans.

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

• Product discounts.

• Flexible time off benefits.

• Adoption benefits.

• Employee Resource Groups (ERGs).