Associate Product Consultant I

4 weeks ago

Oakville, Canada Moen Full time

Company Description

The Associate Product Consultant is the “Voice of Moen” that consumers interact with when they have product, installation, or warranty questions. Moen offers a competitive starting rate and benefits from day one which include medical, dental, vision, as well as monthly and annual bonus opportunities, product discounts, educational assistance, RRSP matching and much more. This position is 100% remote and Moen provides all the necessary equipment to be successful.

To provide world class customer service to our consumers, our employees receive over 200 hours of paid virtual training in Moen products. To ensure a smooth transition, prior to the completion of training, incumbents will be paired with a tenured employee to prepare for success in their new career as a Product Consultant.

**Job Description**:
**Responsibilities**
- Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Moen Incorporated
- Manages inbound calls from consumers to resolve product and technical support issues. This includes identifying and determining the problem and cause, and explaining the best resolution
- Efficient use of technology to assist consumer with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
- Negotiates solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Moen
- Maintains professional composure during interactions
- Achieves daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures
- Records consumer demographics, product information, and troubleshooting efforts as required
- Performs other duties and/or special assignments as needed
- ** Rotational Schedule - Monday to Friday between the hours of 8:00am - 7:00pm EST**

**Qualifications**:

- High School diploma or equivalent required
- 2 years’ experience in a customer service environment required; call enter experience preferred
- Excellent professional communication skills required. *English/Spanish or English/French Bi-lingual capabilities are a plus and start at a higher salary
- Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus
- Must be able to thrive in a work environment that demands high-level focus, low-mobility, and high observation
- Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
- Must be available for training January 30, 2023-February 23, 2023*, and June 6, 2023-July 21, 2023* _(these dates could change)_
- Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if needed
- Incumbent must meet internet speed requirements, have a safe and secure workspace, and follow department Remote Work Policy

Additional Information

**Equal Employment Opportunity**
Fortune Brands' WINN is an equal opportunity employer. WINN 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

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