Customer Service Representative - Troubleshooting and Support

Company Description

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.  

We are building a company that is determined to win, and we are clear about how: strong brands, great people, and disciplined execution.   

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. 

Explore life at Fortune Brands here. 

Job Description

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 interaction volumes and complex situations.
• Continuous Learning - Expand product knowledge and strengthen troubleshooting skills to improve customer outcomes.

Qualifications

• 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.

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $35,000 USD - $37,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.  In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, 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, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com.

Equal Employment Opportunity

Fortune Brands  is an equal opportunity employer. Fortune Brands 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

Fortune Brands 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 [email protected] and let us know the nature of your request along with your contact information.

Important Notice: Protect Yourself from Fraudulent Job Postings

To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.

Skills Assessed During Interview Process

• 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.

Additional Skills

• 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.