Moen Bi-Lingual (English/Spanish) Customer Service Representative

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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.

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. This includes identifying and determining the problem and cause, and explaining 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