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 help, and product-related issues through phone, chat, or email channels.

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

• Guide customers through detailed troubleshooting processes.

• Establish warranty conclusions, replacement choices, or subsequent actions in accordance with Moen guidelines.

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

• Carefully document customer interactions, troubleshooting actions, and solutions provided.

• Achieve targets related to quality, productivity, and customer satisfaction.

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

• Enhance product knowledge and improve troubleshooting capabilities.

• Successfully complete a structured four-week training program, which includes assessments and practical training.

⛳️ 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 a willingness to learn new systems.

• Strong critical thinking and problem-solving skills.

• Ability to manage multiple tasks while ensuring accuracy.

• Eagerness to learn technical product details and support methods.

• Full participation in the four-week training program is mandatory.

• An average assessment score of 75% or above is required during Weeks 1–3 of training.

• Preferred: background in customer service, call centers, retail, hospitality, technical support, or similar customer-facing roles.

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

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

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

• Experience in providing customer support through 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

• Opportunities for bonuses.

• Annual bonus plan or role-specific sales incentive program.

• Comprehensive health insurance plans.

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

• Discounts on products.

• Flexible time-off policies.

• Benefits for adoption.

• Employee Resource Groups (ERGs).

• Reasonable accommodations for individuals with disabilities.