Customer Service Representative - Troubleshooting and Support

About the role

Fortune Brands Innovations (NYSE: FBIN) is an industry-leading home, security and digital products company with brands including Moen, House of Rohl, Therma-Tru, Larson, Master Lock, Yale residential, and Sentry Safe. This fully remote Customer Service Representative role supports Moen customers across the United States, resolving product questions, troubleshooting issues, and navigating warranty concerns through inbound phone, chat, and email interactions.

Schedule

Training: The next training class begins November 2, 2026, and runs for four weeks. Weeks 1–3 are classroom-style (instructor-led sessions and self-guided learning) with eight assessments requiring a 75% average to pass. Week 4 is on-the-job training with a trainer, product coach, or peer mentor handling live calls. Full attendance is required Monday–Friday, 9:00 AM–5:30 PM ET.

Post-training rotating schedule (Monday–Friday):

• Weeks 1–2: 8:00 AM–4:30 PM ET
• Week 3: 8:30 AM–5:00 PM ET
• Weeks 4–5: 9:00 AM–5:30 PM ET
• Weeks 6–7: 9:30 AM–6:00 PM ET
• Week 8: 10:30 AM–7:00 PM ET

After Week 8 the rotation returns to Week 1 and repeats.

Pay

• Starting hourly rate: $17.00/hour
• Eligible for bonus opportunities
• Estimated annual base salary range: $35,000 – $37,000 USD (actual salary may vary based on education, training, experience, professional achievement, business need, and location)
• Annual bonus plan based on company and individual performance, or role-based sales incentive plan

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 Moen guidelines
• Use multiple systems, tools, and knowledge bases simultaneously to research and resolve issues
• Accurately record interactions, troubleshooting steps, and resolutions to maintain complete service records
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex situations
• Expand product knowledge and strengthen troubleshooting skills to improve customer outcomes

Requirements

• 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

Preferred qualifications

• Experience in customer service, call centers, retail, hospitality, technical support, or other customer-facing roles
• Experience in fast-paced, metrics-driven environments
• Familiarity with de-escalation, service recovery, or handling complex customer concerns

Skills

• Customer Communication – clear, professional, empathetic communication tailored to customer needs
• Critical Thinking & Troubleshooting – ability to gather information, identify root causes, and recommend effective solutions
• System Navigation & Multitasking – comfort navigating multiple systems and information sources simultaneously
• Attention to Detail – accurate documentation and consistent application of policies and warranty guidelines
• Resilience Under Pressure – maintains professionalism during high volumes and challenging situations
• Learning Agility – quickly absorbs new information and applies it to customer issues
• Experience troubleshooting products, services, or technical issues
• Experience supporting customers via phone, chat, email, or other channels
• Familiarity with CRM systems, knowledge bases, or support technologies
• Experience applying policies or guidelines to determine customer resolutions

Benefits

• Robust health plans
• Market-leading 401(k) program with company contribution
• Product discounts
• Flexible time off benefits
• Adoption benefits
• Employee Resource Groups (ERGs) to foster belonging