Facility Customer Care Agent

Customer Service Representative

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work.

As the Associate Product Consultant, you are the "Voice of Moen" that consumers interact with when they have product, installation, or warranty questions. You will provide world-class customer service to our consumers and receive over 200 hours of paid virtual training in Moen products to ensure you are ready to assist our customers.

Before the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career.

Moen offers a competitive starting rate of $17/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. This position is 100% remote, and Moen provides all the necessary computer equipment for you to be successful.

If this sounds like the position for you, our next training will begin December 1, 2025, with training hours of 9:00 am-5:30 pm EST. After completion of training, the working hours will be 8-hour shifts beginning 8:00 am- 10:30 am EST (or the equivalent for your time zone) Monday through Friday.

Responsibilities:

• Handles and resolves a high volume of incoming calls by determining the cause of the problem, finding a reasonable solution, and communicating that solution to the consumer.
• Develops and maintains knowledge of Moen products and procedures to accurately aid consumers in a timely manner.
• Navigates multiple databases across multiple systems to provide the quickest response to the consumer.
• Delivers a consumer experience that helps to drive unsolicited, positive "word of mouth" advertisement for Moen.
• Take ownership of challenging/sensitive situations and resolve with a sense of urgency, and empathy.
• Demonstrates consistent achievement in meeting all required quality, call management and productivity metrics as well as adhering to all processes and procedures within the department.
• Performs other duties and/or special assignments as needed.

Qualifications:

• High School diploma or equivalent
• Experience in a customer service position is required, call center experience is preferred.
• Excellent professional verbal and written communication skills are required. Bi-lingual in French or Spanish are a plus.
• Proficient PC skills, including the ability to navigate multiple screens and systems. Experience with Microsoft Teams a plus.
• Incumbent must meet internet speed requirements and have a safe and secure workspace.
• Must be able to thrive in a work environment that mandates low mobility and high observation.
• Must be available for training December 1, 2025 - December 30, 2025.
• Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if necessary.

Benefits:

• 100% Remote Position
• Diverse, inclusive, and welcoming culture with Employee Resource Groups
• Self-led career development program with rewarding pay increases
• Annual merit increases and company bonus opportunities
• Medical, dental, and vision coverage from day one
• Paid time off from day one
• Tuition Reimbursement
• 401(k) with company match up to 3%
• Profit Sharing

Additional information:

• All your information will be confidential according to EEO guidelines.

• The salary range for this position is $33,900 - $41,420 with a typical starting pay of $35,500

At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates' unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates' feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates.

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at FBIN.Recruiting@fbhs.com and let us know the nature of your request along with your contact information.