Customer Experience Specialist I

Delta Faucet Company; Winston-Salem (NC); Hybrid; USD 24,865 - 39,027; Full time

Job summary

Liberty Hardware, part of Delta Faucet Company, is seeking a Customer Experience Specialist I. You will assist customers with product questions, installations, troubleshooting, and warranty processing, focusing on Delta Shower Doors and Enclosures.

The role blends onsite and remote work, three days in the office and two days remote, to ensure excellent service across channels. The ideal candidate brings at least 5 years in customer service, proficient CRM experience (Genesys/SAP/Salesforce), and

Qualifications

• High School Diploma or GED required; equivalent experience considered.
• Minimum 5 years in call center, customer service, contact center, or related experience.
• Experience using CRM platforms and systems such as Genesys or SAP.
• Strong written and verbal communication skills.
• Ability to handle multiple tasks in a fast-paced setting.
• Ability to learn and apply technical product knowledge.
• Experience in plumbing/building/home improvement product areas preferred.

Responsibilities

• Provide timely, professional support for Delta Faucet products and service questions.
• Support customers via phone, email, chat and other channels.
• Ask questions to resolve issues and aim for First Call resolution.
• Handle dissatisfied customers with empathy, integrity, and ownership.
• Research product concerns and coordinate with internal teams to resolve issues.
• Document customer interactions accurately in CRM systems.
• Process warranty claims, replacement orders, and service requests per policy.
• Continue learning Delta Faucet products, installation processes, and warranty procedures.
• Support team goals and contribute to a positive team environment.

Skills

Call center experience

Customer service

Strong communication

Multitasking

Willingness to learn product details

Education

High School Diploma or GED

Associate or Bachelor’s Degree or equivalent

Tools

Genesys

SAP

Salesforce

Job description

At Liberty Hardware, part of Delta Faucet Company, we are committed to transforming everyday experiences with water through innovative products and exceptional service. As a leader in the plumbing industry, we take pride in our dedication to quality, sustainability, and customer satisfaction. We believe that diverse perspectives strengthen our mission to create solutions that inspire and elevate the lives of all our customers. We welcome individuals from all backgrounds to join us on this journey toward inclusivity and excellence.

Your Role

The Customer Experience Specialist I helps Delta Faucet customers by providing answers to product questions, troubleshooting installation and service problems, processing warranty applications, and assisting customers in finding suitable solutions. This role collaborates with consumers, contractors, and installers with an emphasis on Delta Shower Doors and Enclosures. This role suits someone who enjoys assisting others, remains professional in a lively setting, takes ownership for customer issues, and is eager to learn technical product details. The ideal candidate is curious, reliable, and passionate about providing excellent customer experience in every interaction. This position offers a hybrid schedule with three days onsite and two days remote.

Responsibilities

• Provide timely, professional, and accurate support for Delta Faucet products, installation, troubleshooting, warranty, and service questions.
• Support customers through phone, email, chat, and other online support channels.
• Ask the right questions to understand the customer’s issue and provide a clear, complete solution, with a goal of First Call resolution.
• Handle dissatisfied customers with compassion, perseverance, integrity, and ownership.
• Research product concerns and work with internal teams when needed to resolve customer issues.
• Document customer interactions accurately in Salesforce CRM and other company systems.
• Process warranty claims, replacement orders, and service requests according to company policies.
• Continue learning Delta Faucet products, installation processes, troubleshooting steps, and warranty procedures.
• Support team goals, training, continuous improvement, and a positive team environment.

Education & Experience

Required

• High School Graduate or GED, with equivalent experience considered.
• Minimum of 5 years of call center, customer service, contact center, customer experience, or related experience.
• Experience using CRM platforms and customer service systems such as Genesys or SAP
• Strong written and verbal communication skills.
• Ability to handle multiple tasks, prioritize effectively, and operate in a fast-paced setting.
• Ability to learn and apply technical product knowledge.
• Experience supporting plumbing, building products, home improvement, installation-related products, construction materials, or similar technical product categories.

Preferred

• Associate degree or Bachelor’s Degree or equivalent experience.
• Genesys, SAP and Salesforce CRM experience is a plus.
• Working knowledge of construction, remodeling, hand or power tools, plumbing fundamentals, product installation, troubleshooting, or reading technical documentation.
• Experience supporting warranty or claims processes.
• Bi-Lingual (Spanish)

Company: Liberty Hardware

Shift 1 (United States of America)Full time

Hiring Range: $18.05 - $28.33 USD

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Liberty Hardware (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Liberty Hardware is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish