Customer Service Representative Jobs

Company Description

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here.



As the Associate Product Consultant,you arethe “Voice of Moen” that consumers interact with when they have product, installation, or warranty questions. You will provide world-class customer service to our consumers and receive over 200 hours of paid virtual training in Moen products to make sure you are ready to assist our customers.

Prior to the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career.

Moen offers a competitive starting rate of $17/hour with the possibility of overtimeand benefits from day one,which include medical, dental, vision, monthly and annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more.

This position is 100% remote and Moen provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin September 20, 2023,with training hours of 9:00 am-5:30 pm EST. After completion of training, shifts will be rotated weekly, working 8 hours daily, Monday thru Friday, between8:00 am-7:00 pm EST OR 7:00 am-6:00 pm CST OR 6:00 am-5:00 pm MST OR 5:00 am-4:00 pm PST depending on your geographic location.

What you will be doing:

• 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
• Manages inbound calls from consumers to resolve product and technical support issues. This includes identifying and determining the problem and cause, and explaining the best resolution
• 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
• Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Moen Incorporated
• Performs other duties and/or special assignments as needed
• Records consumer demographics, product information, and troubleshooting efforts as required

Qualifications

• Excellent professional communication skills required. *English/Spanish or English/French Bi-lingual capabilities are a plus and start at a higher salary
• Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if needed
• Must be able to thrive in a work environment that demands high-level focus, low-mobility, and high observation
• 2 years’ experience in a customer service environment required; call enter experience preferred
• Must be available for training September 20, 2023* through October 16, 2023*, (these dates could change)
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
• Incumbent must meet internet speed requirements, have a safe and secure workspace, and follow department Remote Work Policy
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus
• High School diploma or equivalent required

Benefits

• Self-led career development program with rewarding pay increases
• Medical, dental, and vision coverage from day one
• Diverse, inclusive, and welcoming culture with Employee Resource Groups
• Annual merit increases and company bonus opportunities
• Paid time off from day one
• Tuition Reimbursement
• 100% Remote Position
• Profit Sharing
• 401(k) with company match up to 3%

Additional Information

• All your information will be confidential according to EEO guidelines.

• The salary range for this position is $33,900 - $41,420 with a typical starting pay of $35,500

Fortune Brands' Water Innovations (WINN) is a multi-brand plumbing business that is inspiring people by designing beautiful experiences with water. WINN's trusted brands include Moen and the House of Rohl portfolio. We welcome you to visit the Moen.com and HouseofRohl.com websites to learn more about us and why we are a top workplace.

Equal Employment Opportunity

Fortune Brands' WINN is an equal opportunity employer. WINN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

Fortune Brands' WINN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail [email protected] let us know the nature of your request along with your contact information.