Customer Experience Specialist I

The role

The Customer Experience Specialist I at Liberty Hardware 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 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.
• 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) preferred.

About the company

Liberty Hardware, part of Delta Faucet Company, is dedicated to transforming everyday experiences with water through innovative products and exceptional service. We take pride in our commitment 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.