Customer Experience Specialist I

Watkins Wellness; Winston-Salem (NC); Hybrid; USD 25,000 - 39,000; Full time

Job summary

Liberty Hardware seeks a Customer Experience Specialist I to support Delta Shower Doors and Enclosures, handling product questions, installation troubleshooting, warranty processing, and service requests. You will engage with consumers, contractors, and installers in a hybrid role with three days onsite and two remote days.

The ideal candidate has 5+ years in customer service, strong communication, and CRM experience.

Qualifications

• High School diploma or GED required; equivalent experience considered.
• Minimum 5 years in call center or customer service roles.
• Experience with CRM platforms (Genesys, SAP, Salesforce) and strong communication skills.
• Experience in plumbing/building products is a plus.

Responsibilities

• Provide timely, professional support for Delta Faucet products, installation, troubleshooting, warranty, and service questions.
• Assist customers via phone, email, chat and other channels.
• Ask the right questions to resolve issues with First Call resolution in mind.
• Handle dissatisfied customers with empathy, perseverance, integrity, and ownership.
• Document customer interactions accurately in Salesforce and other systems.
• Process warranty claims, replacement orders, and service requests per policy.

Skills

Communication skills

Adaptability

Multitasking

Technical knowledge

Education

High School diploma

Associate/Bachelor's preferred

Tools

Genesys

SAP

Salesforce

Job description

## Customer Experience Specialist IApplylocations: US - North Carolina - Winston-Salemtime type: Full timeposted on: Posted 5 Days Agojob requisition id: REQ53809At 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 HardwareShift 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*### About UsAs a growing Masco company, Liberty Hardware Mfg. Corp. has built its reputation by offering high quality decorative and functional hardware products. Our product lines include bath hardware, bath safety, shower doors, decorative and functional cabinet hardware, hooks, hook rails and wall plates and are available under the Liberty, Delta, Brainerd, and Franklin Brass brands. We offer our extensive line of hardware products through retailers (including The Home Depot, Lowe’s, Menards, Target and Walmart), online (including Amazon.com), kitchen and bath design showrooms, builder and hospitality, and original equipment manufacturer (OEM) distribution channels across the country. In the summer of 2017, we were awarded certification as a Great Place to Work! We are proud of our talented employees who make up one of the most diverse, collaborative, and winning teams you’ll find in any workplace! #GreatPlaceToWork #LibertyHardwareTeam