Bilingual (English/Spanish) Customer Service Representative

Fortune Brands • San Antonio, TX

225d • $31,000 - $44,000

About The Position

As the Bi-Lingual Associate Product Consultant, you are the 'Voice of Moen' that consumers interact with when they have product, installation, or warranty questions. After over 200 hours of paid virtual training in Moen products you will provide world-class customer service to our consumers. Prior to the completion of training, to ensure you are ready for the role, and to make sure you are ready to assist our customers, you will be paired with a tenured teammate to prepare for success in your new career. Moen offers a competitive starting rate of $18/hour with equipment provided and benefits from day one, which include medical, dental, vision, monthly and annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more. Our Contact Center offers their employees an exclusive self-led career development program with rewarding pay increases. This position is 100% remote and requires a disturbance free work area and reliable internet service with minimum download and upload speeds required!

Requirements

• High School diploma or equivalent required.
• 2 years experience in a contact center or other fast-paced customer service environment required.
• Excellent professional communication skills required, both verbal and written.
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus.
• Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation.
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork.
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy.

Nice To Haves

• Associate’s or Bachelor's degree is preferred.
• Prior ERP (SAP, Oracle, etc.) experience preferred.

Responsibilities

• Delivers a consumer experience that drives unsolicited, positive 'word of mouth' advertisement for Moen Incorporated.
• Manages inbound calls from Spanish and/or English speaking consumers from the US and US territories.
• Manages inbound calls from consumers to resolve product and technical support issues.
• Identifies and determines the problem and cause, and explains the best resolution.
• Efficient use of technology to assist consumer with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
• Negotiates solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Moen.
• Maintains professional composure during interactions.
• Achieves daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures.
• Records consumer demographics, product information, and troubleshooting efforts as required.
• Performs other duties and/or special assignments as needed.

Benefits

• Medical, dental, vision insurance.
• Monthly and annual bonus opportunities.
• Paid time off.
• 401K with company contribution.
• Profit sharing.
• Product discounts.
• Flexible time off benefits.
• Inclusive fertility / adoption benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED