Product Consultant (Customer Support)

TL;DR

Product Consultant (Customer Support): Providing high-quality technical and product support for luxury kitchen and bath brands with an accent on troubleshooting and consumer experience. Focus on resolving complex installation and repair issues using technical documentation and CRM tools.

Location: Must be based in the US (Lubbock, TX mentioned), following the department's Remote Work Policy.

Salary: $37,000 annually

Company

Industry-leading home, security and digital products company focused on transforming spaces into havens.

What you will do

• Deliver an exceptional consumer experience for luxury products to foster positive word-of-mouth.
• Troubleshoot and resolve product or technical issues via inbound calls and emails.
• Interpret technical drawings and documentation to resolve diagnosis, repair, and installation questions.
• Use technology and service kits to provide guidance on product use and repair.
• Manage challenging consumer situations with professionalism and effectiveness.
• Document consumer demographics and troubleshooting steps accurately in company protocols.

Requirements

• High School diploma or equivalent required.
• 2 years experience in a contact center or fast-paced customer service environment required.
• Must meet internet speed requirements, pass background/drug tests, and have a secure workspace.
• Professional verbal and written communication skills.
• Proficiency in Microsoft Office suite (Outlook, Word, Teams).
• Ability to work in a low-mobility, high-focus environment.

Nice to have

• Associate’s or Bachelor's degree.
• Experience with CRM/ERP systems (SAP, Oracle, etc.).
• Ability to communicate in French.

Culture & Benefits

• Comprehensive health plans and a market-leading 401(k) program with company contribution.
• Flexible time off and adoption benefits.
• Access to Employee Resource Groups (ERGs) to foster belonging.
• Product discounts.
• Professional environment supported by the scale and stability of Moen.