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-related issues through incoming phone calls, chat, or email communications.

• Collect information, pinpoint underlying causes, and assess possible solutions for product-related challenges.

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

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

• Effectively navigate various systems, tools, and knowledge repositories concurrently.

• Precisely document all interactions, troubleshooting procedures, and resolutions.

• Achieve quality, productivity, and customer satisfaction targets.

• Maintain composure while handling high volumes of interactions and complex scenarios.

• Enhance product knowledge and refine troubleshooting capabilities.

• Foster trust through clear, empathetic communication and exercise sound judgment for escalations and customer resolutions.

⛳️ Requirements

• High School Diploma or GED (or higher).

• Excellent verbal communication and active listening skills.

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

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

• Strong critical thinking and problem-solving capabilities.

• Ability to juggle multiple tasks while ensuring accuracy.

• Openness to learning technical product details and support processes.

• Commitment to full attendance during the four-week training course.

• Maintain an average assessment score of 75% or above during Weeks 1–3 of training.

• Preferred: Background in customer service, call centers, retail, hospitality, technical support, or other customer-oriented roles.

• Preferred: Experience in dynamic, metrics-driven environments.

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

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

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

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

• Experience applying policies or guidelines to resolve customer issues.

🏝️ Benefits

• Bonus opportunities.

• Annual bonus plan or role-based sales incentive plan.

• Comprehensive health plans.

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

• Product discounts.

• Flexible time off benefits.

• Adoption benefits.

• Employee Resource Groups (ERGs).

• Reasonable accommodations for individuals with disabilities.