Client Experience Facilitator

Fortune Brands

Eugene, OR 97401

Company Description

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here.

Job Description

As the Associate Product Consultant, you are the “Voice of Moen” that consumers interact with when they have product, installation, or warranty questions. You will provide world-class customer service to our consumers and receive over 200 hours of paid virtual training in Moen products to make sure you are ready to assist our customers.

Prior to the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career.

Moen offers a competitive starting rate of $17/hour with the possibility of overtime and benefits from day one, which include medical, dental, vision, monthly and annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more.

This position is 100% remote and Moen provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin January 29, 2024, with training hours of 9:00 am-5:30 pm EST. The shift after training is to be determined. Contact Center hours are 8:00 am-7:00 pm EST OR 7:00 am-6:00 pm CST OR 6:00 am-5:00 pm MST OR 5:00 am-4:00 pm PST.

RESPONSIBILITIES (10 or less bullets):

  • Handles and resolves a high volume of incoming calls by determining the cause of the problem, finding a reasonable solution, and communicating that solution to the consumer.
  • Develops and maintains knowledge of Moen products and procedures to accurately aid consumers in a timely manner.
  • Navigates multiple databases across multiple systems to provide the quickest response to the consumer.
  • Delivers a consumer experience that helps to drive unsolicited, positive “word of mouth” advertisement for Moen.
  • Take ownership of challenging/sensitive situations and resolve with a sense of urgency, and empathy.
  • Demonstrates consistent achievement in meeting all required quality, call management and productivity metrics as well as adhering to all processes and procedures within the department.
  • Performs other duties and/or special assignments as needed.


  • High School diploma or equivalent is required.
  • Experience in a customer service position is required, call center experience is preferred.
  • Excellent professional verbal and written communication skills are required. Bi-lingual in French or Spanish are a plus.
  • Proficient PC skills, including the ability to navigate multiple screens and systems. Experience with Microsoft Teams a plus.
  • Incumbent must meet internet speed requirements and have a safe and secure workspace.
  • Must be able to thrive in a work environment that mandates low mobility and high observation.
  • Must be available for training January 29, 2024-February 23, 2023.
  • Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if necessary.

Additional Information


  • 100% Remote Position
  • Diverse, inclusive, and welcoming culture with Employee Resource Groups
  • Self-led career development program with rewarding pay increases
  • Annual merit increases and company bonus opportunities
  • Medical, dental, and vision coverage from day one
  • Paid time off from day one
  • Tuition Reimbursement
  • 401(k) with company match up to 3%
  • Profit Sharing

Additional information

All your information will be confidential according to EEO guidelines.

The salary range for this position is $33,900 – $41,420 with a typical starting pay of $35,500

Fortune Brands’ Water Innovations (WINN) is a multi-brand plumbing business that is inspiring people by designing beautiful experiences with water. WINN’s trusted brands include Moen and the House of Rohl portfolio. We welcome you to visit the and websites to learn more about us and why we are a top workplace.

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

Fortune Brands’ WINN 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 send an e-mail to [email protected] and let us know the nature of your request along with your contact information.

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