Customer Service Representative

Fortune Brands Innovations develops industry-leading brands and innovative products in the water, outdoors, and security sectors. The Customer Service Representative serves as the voice of Moen by assisting consumers with product, installation, warranty, and troubleshooting questions, while documenting interactions and providing clear, accurate support.

Responsibilities:

• Be the trusted resource customers turn to for troubleshooting, warranty questions, installation support, and product concerns
• Get to the root of the problem: gather the details, diagnose the issue, and guide customers through a clear, step-by-step fix
• Own the warranty decision — the right outcome, replacement, or next step, guided by Moen’s standards
• Work across multiple systems and knowledge bases to find answers and document every interaction so nothing slips through
• Deliver a genuinely helpful experience on every contact — clear, accurate, and human
• Grow your product knowledge and sharpen your troubleshooting so customers get better answers over time

Requirements:

• A high school diploma or GED — or a passing score on [assessment name] (a diploma or GED is needed for advancement)
• Clear, confident communication and real active listening
• Empathy, patience, and sound judgment to make people feel heard
• Solid problem-solving and comfort working across several systems at once while keeping your work accurate
• Basic computer skills and the curiosity to learn new systems and products
• Experience in customer service, call centers, retail, hospitality, or technical support
• Time in high-volume, metric-driven environments
• A knack for de-escalation and service recovery, and familiarity with CRM systems or knowledge bases