Associate Product Consultant I

Company Description

The Associate Product Consultant is the first person that consumers interact with when they have general product, installation or warranty questions. In order to provide world class service to our customers, our employees are well trained in Moen products. All incumbents go through 200 hours of training which includes virtual classroom training as well as on the job training where they will be paired with an employee to ensure success on the phones.

Job DescriptionResponsibilities

• Handles and resolves general product or service calls from consumers by identifying the issue, determining the cause of the problem, and selecting and explaining the best resolution. Escalates complex issues to the Lead Product Consultants
• Delivers a customer experience that helps to drive unsolicited, positive “word of mouth” advertisement for Moen Incorporated
• Discusses solutions in challenging/sensitive consumer situations that have a positive outcome for both Moen and the consumer
• Demonstrates consistent achievement in meeting all required quality, call management and productivity standards as well as adheres to all processes, standards and procedures within the Consumer Services Center
• Documents troubleshooting efforts and consumer information as required
• Performs other duties and/or special assignments as needed
• This position is on a rotational shift between the hours of 8:00am EST to 7:00pm EST

Qualifications

• High School diploma or equivalent is required
• Business professional communication skills is required. Bi-lingual capabilities are a plus
• Customer Service experience is highly preferred
• Working knowledge of Microsoft Office systems
• Must be able to thrive in a work environment that mandates low mobility and high observation
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
• Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department.
• Incumbent must meet internet speed requirements and have a safe and secure work space