Customer Service Representative – Troubleshooting and Support

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

📋 Description

• Support customers by addressing troubleshooting, warranty inquiries, installation assistance, and product-related issues through incoming phone calls, chat, or email communications.

• Collect information, pinpoint root causes, and assess potential solutions for product-related challenges.

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

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

• Utilize various systems, tools, and knowledge bases concurrently to investigate and resolve issues.

• Precisely document interactions, troubleshooting procedures, and resolutions.

• Fulfill expectations regarding quality, productivity, and customer satisfaction.

• Maintain composure when managing high volumes of interactions and complex scenarios.

• Enhance product knowledge and improve troubleshooting capabilities.

• Analyze information and identify solutions promptly.

• Foster customer trust through clear and empathetic communication.

• Exercise sound judgment to determine warranty eligibility, escalation requirements, and suitable customer resolutions.

⛳️ Requirements

• High School Diploma or GED (or higher).

• Excellent verbal communication and active listening abilities.

• 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.

• Commitment to learning technical product information and support processes.

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

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

• Availability to work Monday–Friday during training hours of 9:00 AM–5:30 PM ET.

• Ability to adhere to the rotating Monday–Friday schedule post-training.

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

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

• Preferred: knowledge in de-escalation, service recovery, or managing complex customer issues.

• Additional skills: experience troubleshooting products, services, or technical issues.

• Additional skills: experience providing customer support through phone, chat, email, or other channels.

• Additional skills: familiarity with CRM systems, knowledge bases, or support technologies.

• Additional skills: experience applying policies or guidelines to resolve customer issues.

🏝️ Benefits

• Eligibility for bonus opportunities.

• Annual bonus program based on company and individual performance, or role-specific sales incentive plan.

• Comprehensive health insurance plans.

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

• Discounts on products.

• Flexible time-off policies.

• Adoption assistance benefits.

• Access to Employee Resource Groups (ERGs).

• Reasonable accommodations for individuals with disabilities.