Full-Time Customer Solutions Representative - Connected Products

Handles and resolves customer connectivity, WiFi, networking and app support issues through phone and email queues for Moen’s Smart Water (IOT) products in a call center environment.

Escalates complex issues to the Sr. Smart Water Support Specialist

Delivers a customer experience that helps to drive unsolicited, positive “word of mouth” advertisement for Moen Incorporated

Effectively explain technical information to users of all knowledge levels

Process, handle, and escalate tasks and issues as required while gathering and documenting appropriate data and steps taken

Log and document all customer interactions in Moen’s cloud based solutions (C4C)

Consistently deliver reliable and professional support to customers while utilizing product knowledge and in-depth technical and diagnostic skills.

Respond calmly and effectively to all customer situations while having a positive attitude

Achieve individual and team goals, objectives, and performance targets

Stay up to date with the latest technology trends and best practices

Collaborate with internal teams to resolve issues

Bachelor’s degree is preferred. Minimum of 1 year of experience in a technical support call center, help desk or field service environment required

Proficient with home-based wireless networking solutions, IOT and smart home devices

Basic experience with mobile devices (Android and Apple) and digital voice assistants

Good interpersonal skills required; ability to interface with customers in a manner which instills confidence in Moen’s products and business; ability to successfully interact with a variety of customers and work through challenging situations.

Skilled in written and verbal business communication

Self-motivated and ability to work independently and with a team

Bi-Lingual in Spanish and English preferred, not required

Must be able to work scheduled shifts. Call center hours are M-F 8:00am-7:00pm and Saturday 9:30am – 6:00pm EST

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $34,000k - $48,400k

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.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs.

Equal Employment Opportunity

Reasonable Accommodations

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