Customer Service Representative

Company Description

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. Learn more about our culture here

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. Please visit our website at fbin.com to learn more

Job Description

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 equipment for you to be successful!

If this sounds like the position for you, our next training will begin November 2, 2026, 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:

• Be the trusted resource customers turn to for troubleshooting, warranty questions, installation support, and product concerns.
• Get to the root of the problem: gather the details, diagnose the issue, and guide customers through a clear, step-by-step fix.
• Own the warranty decision — the right outcome, replacement, or next step, guided by Moen’s standards.
• Work across multiple systems and knowledge bases to find answers and document every interaction so nothing slips through.
• Deliver a genuinely helpful experience on every contact — clear, accurate, and human.
• Grow your product knowledge and sharpen your troubleshooting so customers get better answers over time.

Qualifications

• A high school diploma or GED — or a passing score on [assessment name] (a diploma or GED is needed for advancement).
• Clear, confident communication and real active listening.
• Empathy, patience, and sound judgment to make people feel heard.
• Solid problem-solving and comfort working across several systems at once while keeping your work accurate.
• Basic computer skills and the curiosity to learn new systems and products.

Nice to Haves

• Experience in customer service, call centers, retail, hospitality, or technical support.
• Time in high-volume, metric-driven environments.
• A knack for de-escalation and service recovery, and familiarity with CRM systems or knowledge bases.

Additional Information

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 starting pay for this position is $35,500

Equal Employment Opportunity

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.

Reasonable Accommodations

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  and let us know the nature of your request along with your contact information.