Customer Service Representative

Moen

Inbound Customer Service Representative responsible for high quality customer care for luxury products at House of Rohl. Managing calls and emails with consumers in a fast-paced environment.

Posted 5/19/2026full-timeRemote • New York • 🇺🇸 United StatesJuniorMid-Level💰 $37,200 per yearWebsite

Tech Stack

Tools & technologies

ERPOracle

About the role

Key responsibilities & impact

Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited "word of mouth" promotion for House of Rohl products
Handle inbound consumer calls to troubleshoot and resolve product or technical issues
Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction
Ability to read and interpret technical drawings and documentation for the purpose of resolving diagnosis, repair, and installation questions
Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products
Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl
Ensure composure and professionalism in all interactions, even in high pressure or complex situations
Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures
Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols
Perform additional duties or special assignments as needed to support team goals and operational requirements

Requirements

What you’ll need

High desire to interact with and provide luxury service to customers
High School diploma or equivalent required
2 years experience in a contact center or other fast-paced customer service environment required
Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department’s Remote Work Policy
Excellent professional communication skills required, both verbal and written
Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams
Demonstrated ability to thrive in a work environment that demands high-level focus, low mobility, and high observation
Ability to maintain a positive approach to the business, demonstrating flexibility and teamwork
Associate’s or Bachelor's degree preferred
Prior CRM/ERP (SAP, Oracle, etc.) or similar system experience preferred
Ability to communicate in English and French is a plus

Benefits

Comp & perks

Robust health plans
Market-leading 401(k) program with a company contribution
Product discounts
Flexible time off benefits
Adoption benefits
Employee Resource Groups (ERGs) to foster a sense of belonging

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical issue resolutionreading technical drawingstroubleshootingproduct installationrepair guidancecall managementdocumentationCRM experienceERP experiencebilingual communication

Soft Skills

customer serviceprofessional communicationproblem-solvingflexibilityteamworkcomposure under pressureconsumer satisfactionpositive approachinterpersonal skillsadaptability

Certifications

High School diplomaAssociate's degreeBachelor's degree