Customer Service Representative - Troubleshooting and Support
for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)
2. Use - for lists of duties/requirements/benefits, and
for prose
3. Do NOT repeat the job title as a heading
4. Do NOT put Job ID / requisition numbers as headings
5. Preserve ALL substantive information
6. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions
7. Include a section ONLY when the posting has real, specific content for it
8. Never emit a heading followed by filler/placeholder text
9. Never create Pay/Schedule/Benefits sections unless the posting actually states them
10. Output ONLY the HTML fragment — no /, no markdown code fences
Let me analyze the job posting content:
**Company Description** - This is boilerplate about the company, not specific to the role. Should I include it? The rules say "Preserve ALL substantive information" but also "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". Company description might be considered boilerplate. However, it does give context about the company. I'll include it as a brief paragraph under an "About the company" section or fold it into an intro.
**Position Location** - Fully remote, US candidates. This is substantive.
**Training & Shift Information** - Very detailed training schedule and rotating shift schedule. This is substantive and specific.
**Compensation** - $17/hour plus bonus eligibility. Also later mentions base salary range $35,000-$37,000 USD and bonus plan. This is substantive.
**Job Description** - Overview of the role. This is "About the role" content.
**What You Will Do** - List of duties. This is "Responsibilities".
**Qualifications** - List of required qualifications. This is "Requirements" or "Qualifications".
**Preferred Qualifications** - List of preferred qualifications. Could be part of Qualifications or separate.
**Additional Information** - Contains salary range, benefits description, company info, EEO, reasonable accommodations, fraud warning. Benefits are described: "comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility... robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs..." This is substantive benefits info.
**Skills Assessed During Interview Process** - List of skills. This is "Skills".
**Additional Skills** - More skills/experience. Could be part of Skills or Preferred Qualifications.
I need to structure this into sections with h3 headings. Let me plan sections:
1. About the role (from Job Description paragraph)
2. Responsibilities (from What You Will Do)
3. Requirements (from Qualifications)
4. Preferred qualifications (from Preferred Qualifications)
5. Skills (from Skills Assessed During Interview Process and Additional Skills)
6. Benefits (from Additional Information - benefits paragraph)
7. Pay (from Compensation and Additional Information salary range)
8. Schedule (from Training & Shift Information - training schedule and rotating shift schedule)
9. Location (from Position Location)
But note: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." Position location is not Job ID, it's substantive.
Also: "Prefer a few substantive sections over many thin ones." So I should combine where appropriate.
Let me think about the structure:
- About the role: The "Job Description" paragraph describes the role well.
- Responsibilities: The "What You Will Do" list.
- Requirements: The "Qualifications" list.
- Preferred qualifications: The "Preferred Qualifications" list.
- Skills: The "Skills Assessed During Interview Process" and "Additional Skills" - these are similar, could combine.
- Benefits: The benefits paragraph in Additional Information.
- Pay: The compensation info: $17/hour plus bonus, and salary range $35k-$37k.
- Schedule: The training schedule and rotating shift schedule.
- Location: Fully remote US.
I should also include the company description? The rules say "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". Company description is marketing boilerplate but might be considered substantive. However, the page already shows the company name. I'll include a brief "About the company" paragraph.
But the instruction: "Do NOT repeat the job title as a heading (the page already shows it)". The job title is "Customer Service Representative at Moen" presumably. Not in the text but implied.
Now, I need to output ONLY HTML fragment. No markdown fences.
Let me write the HTML.
I'll start with a paragraph for company description and location.
Then sections with h3.
For lists, use ul/li.
For prose, use p.
I must not include EEO, reasonable accommodations, fraud warning, application instructions.
Let me draft.
First, company description and location:
Fortune Brands Innovations (NYSE: FBIN) is an industry-leading home, security and digital products company with a portfolio of trusted brands, including Moen, House of Rohl, Therma-Tru, Larson, Master Lock, Yale residential, and Sentry Safe.
This is a fully remote position open to candidates located within the United States.
Then About the role:
About the role
As a Customer Service Representative at Moen, you will be the trusted expert customers rely on to resolve product questions, troubleshoot issues, and navigate warranty concerns. Through inbound phone, chat, or email interactions, you will diagnose problems, guide customers through clear troubleshooting steps, and determine the right resolution to ensure a positive and confident customer experience. This role requires strong communication skills, critical thinking, and the ability to make sound decisions while working across multiple systems and resources. You will assess each customer's situation, identify root causes, and provide accurate, easy-to-understand guidance that supports Moen's commitment to exceptional service. We're looking for individuals who can Think Fast by evaluating information and identifying solutions in real time; Work It Together by building trust through clear, empathetic communication; and Make the Hard Call by using good judgment to determine warranty eligibility, escalation needs, and the most appropriate customer resolution.
Responsibilities:
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:
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:
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:
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:
Benefits
Fortune Brands supports the overall health and wellness of associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and numerous Employee Resource Groups (ERGs) to foster a sense of belonging.
Pay:
Pay
This position starts at $17.00 per hour, plus eligibility for bonus opportunities. A reasonable estimate of the base salary range for this role is $35,000 USD - $37,000 USD. Actual salaries may vary within the range, or be above or below the range, based on factors including education, training, experience, professional achievement, business need, and location. Employees participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
Schedule:
Schedule
The next training class begins November 2, 2026, and includes a structured four-week training program designed to prepare you to confidently support Moen customers.
- Weeks 1–3: Classroom-style training, including instructor-led sessions and self-guided learning. During this period, you will complete eight assessments and must maintain an average score of 75% or higher to successfully complete the program.
- Week 4: On-the-job training (OJT), where you will be paired with a trainer, product coach, or peer mentor as you begin taking live customer calls with real-time support.
- Full attendance during training is required, Monday through Friday from 9:00 AM–5:30 PM ET.
Following training, this position follows a rotating Monday–Friday schedule:
- 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 schedule returns to Week 1 and the rotation repeats.
That seems comprehensive. I should ensure no duplicate info. The "Additional Skills" are included in Skills list. The "Skills Assessed During Interview Process" are also included
for prose 3. Do NOT repeat the job title as a heading 4. Do NOT put Job ID / requisition numbers as headings 5. Preserve ALL substantive information 6. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions 7. Include a section ONLY when the posting has real, specific content for it 8. Never emit a heading followed by filler/placeholder text 9. Never create Pay/Schedule/Benefits sections unless the posting actually states them 10. Output ONLY the HTML fragment — no /, no markdown code fences Let me analyze the job posting content: **Company Description** - This is boilerplate about the company, not specific to the role. Should I include it? The rules say "Preserve ALL substantive information" but also "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". Company description might be considered boilerplate. However, it does give context about the company. I'll include it as a brief paragraph under an "About the company" section or fold it into an intro. **Position Location** - Fully remote, US candidates. This is substantive. **Training & Shift Information** - Very detailed training schedule and rotating shift schedule. This is substantive and specific. **Compensation** - $17/hour plus bonus eligibility. Also later mentions base salary range $35,000-$37,000 USD and bonus plan. This is substantive. **Job Description** - Overview of the role. This is "About the role" content. **What You Will Do** - List of duties. This is "Responsibilities". **Qualifications** - List of required qualifications. This is "Requirements" or "Qualifications". **Preferred Qualifications** - List of preferred qualifications. Could be part of Qualifications or separate. **Additional Information** - Contains salary range, benefits description, company info, EEO, reasonable accommodations, fraud warning. Benefits are described: "comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility... robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs..." This is substantive benefits info. **Skills Assessed During Interview Process** - List of skills. This is "Skills". **Additional Skills** - More skills/experience. Could be part of Skills or Preferred Qualifications. I need to structure this into sections with h3 headings. Let me plan sections: 1. About the role (from Job Description paragraph) 2. Responsibilities (from What You Will Do) 3. Requirements (from Qualifications) 4. Preferred qualifications (from Preferred Qualifications) 5. Skills (from Skills Assessed During Interview Process and Additional Skills) 6. Benefits (from Additional Information - benefits paragraph) 7. Pay (from Compensation and Additional Information salary range) 8. Schedule (from Training & Shift Information - training schedule and rotating shift schedule) 9. Location (from Position Location) But note: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it." Position location is not Job ID, it's substantive. Also: "Prefer a few substantive sections over many thin ones." So I should combine where appropriate. Let me think about the structure: - About the role: The "Job Description" paragraph describes the role well. - Responsibilities: The "What You Will Do" list. - Requirements: The "Qualifications" list. - Preferred qualifications: The "Preferred Qualifications" list. - Skills: The "Skills Assessed During Interview Process" and "Additional Skills" - these are similar, could combine. - Benefits: The benefits paragraph in Additional Information. - Pay: The compensation info: $17/hour plus bonus, and salary range $35k-$37k. - Schedule: The training schedule and rotating shift schedule. - Location: Fully remote US. I should also include the company description? The rules say "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate". Company description is marketing boilerplate but might be considered substantive. However, the page already shows the company name. I'll include a brief "About the company" paragraph. But the instruction: "Do NOT repeat the job title as a heading (the page already shows it)". The job title is "Customer Service Representative at Moen" presumably. Not in the text but implied. Now, I need to output ONLY HTML fragment. No markdown fences. Let me write the HTML. I'll start with a paragraph for company description and location. Then sections with h3. For lists, use ul/li. For prose, use p. I must not include EEO, reasonable accommodations, fraud warning, application instructions. Let me draft. First, company description and location:
Fortune Brands Innovations (NYSE: FBIN) is an industry-leading home, security and digital products company with a portfolio of trusted brands, including Moen, House of Rohl, Therma-Tru, Larson, Master Lock, Yale residential, and Sentry Safe.
This is a fully remote position open to candidates located within the United States.
Then About the role:About the role
As a Customer Service Representative at Moen, you will be the trusted expert customers rely on to resolve product questions, troubleshoot issues, and navigate warranty concerns. Through inbound phone, chat, or email interactions, you will diagnose problems, guide customers through clear troubleshooting steps, and determine the right resolution to ensure a positive and confident customer experience. This role requires strong communication skills, critical thinking, and the ability to make sound decisions while working across multiple systems and resources. You will assess each customer's situation, identify root causes, and provide accurate, easy-to-understand guidance that supports Moen's commitment to exceptional service. We're looking for individuals who can Think Fast by evaluating information and identifying solutions in real time; Work It Together by building trust through clear, empathetic communication; and Make the Hard Call by using good judgment to determine warranty eligibility, escalation needs, and the most appropriate customer resolution.
Responsibilities: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
Fortune Brands supports the overall health and wellness of associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and numerous Employee Resource Groups (ERGs) to foster a sense of belonging.
Pay:Pay
This position starts at $17.00 per hour, plus eligibility for bonus opportunities. A reasonable estimate of the base salary range for this role is $35,000 USD - $37,000 USD. Actual salaries may vary within the range, or be above or below the range, based on factors including education, training, experience, professional achievement, business need, and location. Employees participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
Schedule:Schedule
The next training class begins November 2, 2026, and includes a structured four-week training program designed to prepare you to confidently support Moen customers.
- Weeks 1–3: Classroom-style training, including instructor-led sessions and self-guided learning. During this period, you will complete eight assessments and must maintain an average score of 75% or higher to successfully complete the program.
- Week 4: On-the-job training (OJT), where you will be paired with a trainer, product coach, or peer mentor as you begin taking live customer calls with real-time support.
- Full attendance during training is required, Monday through Friday from 9:00 AM–5:30 PM ET.
Following training, this position follows a rotating Monday–Friday schedule:
- 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 schedule returns to Week 1 and the rotation repeats.
That seems comprehensive. I should ensure no duplicate info. The "Additional Skills" are included in Skills list. The "Skills Assessed During Interview Process" are also included