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💰 $17 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong verbal communication, active listening, and critical thinking skills while providing customer support. Proficient in troubleshooting technical issues and navigating multiple systems to ensure customer satisfaction and effective resolution.

Highest-signal resume keywords

Customer Service ExperienceTroubleshooting SkillsVerbal CommunicationCritical ThinkingCRM Systems Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportProblem SolvingMultitaskingBasic Computer Proficiency

Soft Skills

EmpathyPatienceActive ListeningSound JudgmentComposure Under Pressure

Tools & Technologies

CRM SystemsKnowledge Bases

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer SatisfactionService RecoveryDe-EscalationMetrics Driven EnvironmentCall Center Experience

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
Navigate multiple systems, tools, and knowledge bases simultaneously
Accurately document interactions, troubleshooting steps, and resolutions
Meet quality, productivity, and customer satisfaction expectations
Maintain composure during high interaction volumes and complex situations
Expand product knowledge and strengthen troubleshooting skills
Complete classroom and on-the-job training with trainer, product coach, or peer mentor support

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
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)
Full attendance during the four-week training program is required
Must maintain an average assessment score of 75% or higher during Weeks 1–3 of training
Ability to work the rotating Monday–Friday schedule and specified ET hours
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

Benefits

Comp & perks

Bonus opportunities
Comprehensive health plans
Market-leading 401(k) program with a company contribution
Product discounts
Flexible time off benefits
Adoption benefits
Employee Resource Groups (ERGs)