Customer Service Representative – Troubleshooting and Support

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

📋 Description

• Assist customers by addressing troubleshooting, warranty inquiries, installation support, and product-related concerns through inbound phone calls, chat, or email interactions.

• Collect relevant information, identify underlying issues, and assess potential solutions for product problems.

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

• Assess warranty outcomes, replacement alternatives, or next steps according to Moen guidelines.

• Simultaneously navigate various systems, tools, and knowledge bases.

• Document all interactions, troubleshooting procedures, and resolutions accurately.

• Achieve quality, productivity, and customer satisfaction targets.

• Maintain professionalism during high volumes of interactions and complicated situations.

• Enhance product knowledge and refine troubleshooting abilities.

• Participate in classroom and on-the-job training with support from trainers, product coaches, or peer mentors.

⛳️ Requirements

• High School Diploma or GED (or higher).

• Excellent verbal communication and active listening skills.

• Ability to showcase empathy, patience, and sound judgment.

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

• Strong critical thinking and problem-solving skills.

• Capability to multitask while ensuring accuracy.

• Eagerness to learn technical product information and support procedures.

• Previous experience in customer service, call centers, retail, hospitality, technical support, or other customer-facing roles (preferred).

• Experience in fast-paced, metrics-driven environments (preferred).

• Familiarity with de-escalation techniques, service recovery, or managing complex customer issues (preferred).

• 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.

• Availability to work a rotating Monday–Friday schedule during specified ET hours.

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

• Proven experience in supporting customers 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 inquiries.

🏝️ Benefits

• Bonus opportunities.

• Comprehensive health plans.

• Competitive 401(k) program with company contributions.

• Discounts on products.

• Flexible time-off benefits.

• Adoption assistance.

• Participation in Employee Resource Groups (ERGs).