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

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Demonstrates strong verbal communication, active listening, and critical thinking skills while effectively troubleshooting customer issues across multiple channels. Maintains composure in high-pressure situations and is committed to continuous learning and adherence to company guidelines.

Highest-signal resume keywords

Customer Service ExperienceTroubleshooting SkillsCRM Systems FamiliarityCritical ThinkingMultitasking Ability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportProblem SolvingProduct KnowledgeDocumentation

Soft Skills

Verbal CommunicationActive ListeningEmpathyPatienceSound Judgment

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 document 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
Complete a structured four-week training program, including assessments and on-the-job training

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 of 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
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
Annual bonus plan 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