Remote Customer Support Specialist Troubleshooting Warranty

Fortune Brands; Oklahoma; Remote; USD 35,000 - 37,000; Full time

Benefits offered by this job

Health plans

401(k) with company contribution

Product discounts

Flexible time off

Adoption benefits

Job summary

Fortune Brands Innovations is seeking a Customer Service Representative to support Moen customers from a fully remote location in the United States. The role involves diagnosing issues, guiding customers through troubleshooting, and determining warranty outcomes with focus on quality interactions.

Training begins soon with structured weeks of classroom and on‑the‑job learning, followed by a rotating schedule.

Qualifications

• 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.

Responsibilities

• Customer Support - Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound interactions.
• Issue Diagnosis - Gather information, identify root causes, and evaluate potential solutions to product issues.
• Troubleshooting Guidance - Walk customers through step by step solutions using clear, professional communication.
• Warranty Resolution - Determine appropriate warranty outcomes, replacement options, or next steps based on Moen guidelines.
• System Navigation - Use multiple systems, tools, and knowledge bases simultaneously to research and resolve issues.
• Documentation - Accurately record interactions, troubleshooting steps, and resolutions to maintain complete service records.
• Quality Service Delivery - Meet expectations for quality, productivity, and customer satisfaction.
• Professionalism Under Pressure - Maintain composure while managing high interaction volumes and complex situations.
• Continuous Learning - Expand product knowledge and strengthen troubleshooting skills to improve customer outcomes.

Skills

Verbal communication

Empathy

Critical thinking

Multitasking

Learning agility

Education

High School Diploma or GED

Tools

CRM systems

Knowledge bases

Support technologies

Job description

Fortune Brands Innovations is seeking a Customer Service Representative to support Moen customers from a fully remote location in the United States. The role involves diagnosing issues, guiding customers through troubleshooting, and determining warranty outcomes with focus on quality interactions.

Training begins soon with structured weeks of classroom and on‑the‑job learning, followed by a rotating schedule.