Customer Service Representative – Troubleshooting and Support

🔥 0 minutes ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

💵 $35k - $37k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Moen

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏗️ Construction

🏭 Manufacturing

🔧 Hardware

Construction • Manufacturing • Hardware

Moen is a manufacturer and retailer of kitchen and bathroom plumbing fixtures and related products, including faucets, sinks, shower systems, toilets, disposals, water filtration, and smart-home water monitoring and shutoff devices. The company supplies products to both consumers and professionals through retail, pro, and eCommerce channels, and provides installation support, replacement parts, and warranties.

📋 Description

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions • Gather information, identify root causes, and evaluate potential solutions to product issues • Walk customers through step-by-step troubleshooting solutions • Determine 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 • 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 • Evaluate information and identify solutions in real time • Build customer trust through clear, empathetic communication • Use sound judgment to determine warranty eligibility, escalation needs, and appropriate customer resolutions

🎯 Requirements

• 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 • Full attendance during the four-week training program is required • Must maintain an average assessment score of 75% or higher during Weeks 1–3 training • Ability to work Monday–Friday training hours of 9:00 AM–5:30 PM ET • Ability to follow the rotating Monday–Friday schedule after training • Preferred: 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, service recovery, or handling complex customer concerns • Additional skills: experience troubleshooting products, services, or technical issues • Additional skills: experience supporting customers via 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 determine customer resolutions

🏖️ Benefits

• Eligibility for bonus opportunities • Annual bonus plan based on company and individual performance, or role-based sales incentive plan • Comprehensive health plans • Market-leading 401(k) program with a company contribution • Product discounts • Flexible time off benefits • Adoption benefits • Employee Resource Groups (ERGs) • Reasonable accommodations for individuals with disabilities