Remote Customer Support Specialist: Troubleshooting & Warranty

Fortune Brands; Tennessee; Remote; USD 32,000 - 39,000; 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 remotely across the United States. You will diagnose issues, guide customers through troubleshooting steps, and determine appropriate warranty outcomes, while maintaining high-quality service across phone, chat, and email channels.

The role emphasizes strong communication, critical thinking, and the ability to manage multiple systems.

Qualifications

• Excellent verbal communication and active listening.

Responsibilities

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound interactions.
• Gather information, identify root causes, and evaluate potential solutions to product issues.
• Walk customers through step-by-step solutions using clear, professional communication.
• Determine appropriate warranty outcomes, replacement options, or next steps based on guidelines.
• Use multiple systems and knowledge bases to research and resolve issues.
• Document interactions and resolutions to maintain complete service records.

Skills

Customer communication

Critical thinking

Troubleshooting

System navigation

Attention to detail

Learning agility

Education

High School Diploma or GED

Tools

CRM systems

Job description

Fortune Brands Innovations is seeking a Customer Service Representative to support Moen customers remotely across the United States. You will diagnose issues, guide customers through troubleshooting steps, and determine appropriate warranty outcomes, while maintaining high-quality service across phone, chat, and email channels.

The role emphasizes strong communication, critical thinking, and the ability to manage multiple systems.