Note: The job is a remote job and is open to candidates in USA. Fortune Brands Innovations is an industry-leading home, security, and digital products company with trusted brands including Moen. The Customer Service Representative supports Moen customers through inbound phone, chat, and email interactions by resolving product questions, troubleshooting issues, providing installation guidance, and determining warranty resolutions.
Responsibilities
- Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound interactions
- Gather information, identify root causes, and evaluate potential solutions to product issues
- Walk customers through step by step solutions using clear, professional communication
- Determine appropriate warranty outcomes, replacement options, or next steps based on Moen guidelines
- Use multiple systems, tools, and knowledge bases simultaneously to research and resolve issues
- Accurately record interactions, troubleshooting steps, and resolutions to maintain complete service records
- Meet expectations for quality, productivity, and customer satisfaction
- Maintain composure while managing high interaction volumes and complex situations
- Expand product knowledge and strengthen troubleshooting skills to improve customer outcomes
Skills
- This is a fully remote position open to candidates located within the United States
- High School Diploma or GED (or higher)
- Strong verbal communication and active listening skills
- Ability to demonstrate empathy, patience, and sound judgment
- Basic computer proficiency and comfort learning new systems
- Strong critical thinking and problem solving abilities
- Ability to multitask while maintaining accuracy
- Willingness to learn technical product details and support processes
- Experience in customer service, call centers, retail, hospitality, technical support, or other customer facing roles
- Experience in fast paced, metrics driven environments
- Familiarity with de escalation, service recovery, or handling complex customer concerns
Benefits
- Eligibility for bonus opportunities
- Annual bonus plan based on company and individual performance, or a role-based sales incentive plan
- Fully remote position
- Robust health plans
- Market-leading 401(k) program with a company contribution
- Product discounts
- Flexible time off benefits
- Adoption benefits
- Employee Resource Groups (ERGs) to foster a sense of belonging for all associates
Company Overview