Customer Service Representative

New

Fortune BrandsHome Products

Fully remote position open to candidates located within the United States, ETFull-TimeEntry

SalaryStarts at $17.00 per hour; base salary range for this role is $35,000 USD - $37,000 USD

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Job Details

Required Skills: DocumentationCritical thinkingActive listeningCustomer support

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 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 preferred.

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.

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