Customer Service Representative - Troubleshooting and Support
About The Position
As a Customer Service Representative at Moen, you will be the trusted expert customers rely on to resolve product questions, troubleshoot issues, and navigate warranty concerns. Through inbound phone, chat, or email interactions, you will diagnose problems, guide customers through clear troubleshooting steps, and determine the right resolution to ensure a positive and confident customer experience. This role requires strong communication skills, critical thinking, and the ability to make sound decisions while working across multiple systems and resources. You will assess each customer’s situation, identify root causes, and provide accurate, easy-to-understand guidance that supports Moen’s commitment to exceptional service. We’re looking for individuals who can Think Fast by evaluating information and identifying solutions in real time; Work It Together by building trust through clear, empathetic communication; and Make the Hard Call by using good judgment to determine warranty eligibility, escalation needs, and the most appropriate customer resolution.
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.
- Experience troubleshooting products, services, or technical issues.
- Experience supporting customers via phone, chat, email, or other channels.
- Familiarity with CRM systems, knowledge bases, or support technologies.
- Experience applying policies or guidelines to determine customer resolutions.
Nice To Haves
- 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.
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.
Benefits
- Eligibility for bonus opportunities
- Robust health plans
- Market-leading 401(k) program with a company contribution
- Product discounts
- Flexible time off benefits
- Adoption benefits
- Numerous ERGs (Employee Resource Groups)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
