Customer Service Representative – Troubleshooting and Support

Moen

. Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions .

Posted 9/24/2026full-timeRemote • Wisconsin • United StatesMid-LevelSenior💰 $35,000 - $37,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong verbal communication, active listening, and critical thinking skills to effectively assist customers with troubleshooting and product concerns. Capable of multitasking in a fast-paced environment while maintaining accuracy and customer satisfaction.

Highest-signal resume keywords

Customer Service ExperienceTroubleshooting SkillsCritical ThinkingEmpathy and PatienceCRM Systems Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportProblem SolvingBasic Computer ProficiencyProduct Knowledge

Soft Skills

Verbal CommunicationActive ListeningEmpathySound JudgmentPatience

Tools & Technologies

CRM SystemsKnowledge BasesSupport Technologies

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer-Facing RolesCall CentersRetailHospitalityMetrics-Driven Environments

About the role

Key responsibilities & impact

Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions
Gather information, identify root causes, and evaluate potential solutions to product issues
Walk customers through step-by-step troubleshooting solutions
Determine 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
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
Evaluate information and identify solutions in real time
Build customer trust through clear, empathetic communication
Use sound judgment to determine warranty eligibility, escalation needs, and appropriate customer resolutions

Requirements

What you’ll need

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
Full attendance during the four-week training program is required
Must maintain an average assessment score of 75% or higher during Weeks 1–3 training
Ability to work Monday–Friday training hours of 9:00 AM–5:30 PM ET
Ability to follow the rotating Monday–Friday schedule after training
Preferred: 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
Additional skills: experience troubleshooting products, services, or technical issues
Additional skills: experience supporting customers via phone, chat, email, or other channels
Additional skills: familiarity with CRM systems, knowledge bases, or support technologies
Additional skills: experience applying policies or guidelines to determine customer resolutions

Benefits

Comp & perks

Eligibility for bonus opportunities
Annual bonus plan based on company and individual performance, or role-based sales incentive plan
Comprehensive health plans
Market-leading 401(k) program with a company contribution
Product discounts
Flexible time off benefits
Adoption benefits
Employee Resource Groups (ERGs)
Reasonable accommodations for individuals with disabilities