Full-Time Bi-Lingual Customer Service Representative

As the Bi-Lingual Associate Product Consultant, you are the "Voice of Moen" that consumers interact with when they have product, installation, or warranty questions. After over 200 hours of paid virtual training in Moen products you will provide world-class customer service to our consumers.

Prior to the completion of training, to ensure you are ready for the role, and to make sure you are ready to assist our customers, you will be paired with a tenured teammate to prepare for success in your new career.

Moen offers a competitive starting rate of $18/hour with equipment provided and benefits from day one, which include medical, dental, vision, monthly and annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more. Our Contact Center offers their employees an exclusive self-led career development program with rewarding pay increases.

This position is 100% remote and requires a disturbance-free work area and reliable internet service with minimum download and upload speeds required!

If this sounds like the position for you, our next training will begin August 4^d, 2025. Training is Monday through Friday, 9:00 am-5:30 pm EST. Normal work operation after training are 8am-7pm ET and employees will join our already established shift rotation.

What you will be doing:

• Delivers a consumer experience that drives unsolicited, positive "word of mouth" advertisement for Moen Incorporated
• Manages inbound calls from Spanish and/or English speaking consumers from the US and US territories.
• Manages inbound calls from consumers to resolve product and technical support issues. This includes identifying and determining the problem and cause, and explaining the best resolution
• Efficient use of technology to assist consumer with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
• Negotiates solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Moen
• Maintains professional composure during interactions
• Achieves daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures
• Records consumer demographics, product information, and troubleshooting efforts as required
• Performs other duties and/or special assignments as needed

Requirements:

• High School diploma or equivalent required.
• 2 years experience in a contact center or other fast-paced customer service environment required.
• Excellent professional communication skills required, both verbal and written.
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus.
• Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation.
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork.
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy.

Preferred Qualifications:

• Associate's or Bachelor's degree is preferred.
• Prior ERP (SAP, Oracle, etc.) experience preferred.

Compensation:

A reasonable estimate of the base salary range for this role is $31K USD - $44K USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

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