Customer Service Representative - Troubleshooting and Support

Customer Service Representative
- Troubleshooting and Support

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.

You'll join a team that puts customers first, keeps its commitments, and cuts through complexity to deliver meaningful results.

If you're looking for an opportunity to make an impact and help shape what's next for our iconic brands, we'd love to meet you. Apply now.

POSITION LOCATION:

This is a fully remote position open to candidates located within the United States.

TRAINING & SHIFT INFORMATION:
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.

COMPENSATION:
This position starts at $17.00 per hour, plus eligibility for bonus opportunities.

JOB DESCRIPTION:

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.

What You Will Do:

• Customer Support
  - Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound interactions.
• Issue Diagnosis
  - Gather information, identify root causes, and evaluate potential solutions to product issues.
• Troubleshooting Guidance
  - Walk customers through step by step solutions using clear, professional communication.
• Warranty Resolution
  - Determine appropriate warranty outcomes, replacement options, or next steps based on Moen guidelines.
• System Navigation
  - Use multiple systems, tools, and knowledge bases simultaneously to research and resolve issues.
• Documentation
  - Accurately record interactions, troubleshooting steps, and resolutions to maintain complete service records.
• Quality Service Delivery
  - Meet expectations for quality, productivity, and customer satisfaction.
• Professionalism Under Pressure
  - Maintain composure while managing high…