Job Description

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 the possibility of overtime 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 Moen provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin October 28, 2024. Training is Monday through Friday, 9:00 am-5:30 pm EST. After completion of training, the schedule remains Monday through Friday with with start times rotating on the half hour between 8:00 am- 10:30 am EST (or the equivalent for your time zone) on a weekly or every other week schedule.  

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

Qualifications

• High School diploma or equivalent required
• 2 years’ experience in a customer service environment required; call enter experience preferred
• Excellent professional communication skills required.
• Must read, write, and speak both English and Spanish proficiently
• 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
• Must be available for training  July 29, 2024* through August 23, 2024*,
• Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if needed
• Incumbent must meet internet speed requirements, pass background check and drug screen, have a safe and secure workspace, and follow department Remote Work Policy