Residential Consumer Support Representative

GAF Materials Corp.; United States; Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Health insurance

401K with employer match

Wellness program

Tuition reimbursement

Job summary

GAF Materials Corp. is seeking a Residential Consumer Support Representative to handle calls from consumers, contractors, and partners. You will assist with warranty claims, provide guidance on warranties and claims, and maintain customer and contractor records.

The role is based at our Parsippany, NJ headquarters with a hybrid in-office schedule. The position requires a high school diploma or GED, with a Bachelor's degree preferred, and strong communication, problem-solving, and multitasking

Qualifications

• H.S. Diploma or GED required; Bachelor's degree preferred.
• Excellent verbal and written communication skills.
• Past Customer Service experience.
• Strong problem-solving capabilities.
• Experience with Google Business Suite.
• Ability to multitask in a fast-paced environment.
• Highly organized with great attention to detail.
• Experience in the building materials industry preferred but not required.

Responsibilities

• Handle incoming calls from property owners, roofing contractors, and internal business partners in a call center environment.
• Assist customers by opening new warranty claims upon request.
• Ability to resolve inquiries regarding GAF's published application instructions and other related technical documents.
• Provide guidance to our internal and external customers regarding GAF's warranties and claims process.
• Ability to respond to inquiries accurately and in a timely manner.
• Update customer and contractor files as needed.
• Perform other duties as assigned.

Skills

Customer service

Verbal and written communication

Problem-solving

Google Workspace

Multitasking

Attention to detail

Building materials industry experience

Education

High School Diploma or GED

Bachelor's Degree preferred

Tools

Google Workspace

Job description

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don't back down from hard work- we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Team Summary

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don't back down from hard work- we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Job Summary

Residential Consumer Support Representatives are responsible for answering calls from consumers, residential contractors, and internal business partners in connection with technical instructions, warranty coverage, warranty claim initiation, and claim status. This position will provide the highest level of customer service while maintaining solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. This position is based in our Parsippany, NJ corporate headquarters which currently operates on a hybrid in-office schedule. Though employees are welcome to work in our office on Friday, this position must be performed in-office on Monday through Thursday, with the option to work remotely from the employee's home office on Friday.

Essential Duties

• Handle incoming calls from property owners, roofing contractors, and internal business partners in a call center environment
• Assist customers by opening new warranty claims upon request
• Ability to resolve inquiries regarding GAF's published application instructions and other related technical documents
• Provide guidance to our internal and external customers regarding GAF's warranties and claims process
• Ability to respond to inquiries accurately and in a timely manner
• Update customer and contractor files as needed
• Perform other duties as assigned

Qualifications

Required

• H.S. Diploma or General Education Degree (GED) required
• Bachelor's Degree preferred
• Past Customer Service experience
• Excellent verbal and written communication skills
• Excellent problem-solving capabilities
• Strong computer skills: Google Business Suite
• Ability to multitask in a fast-paced environment
• Highly organized with great attention to detail
• Experience in the building materials industry preferred but not required

Preferred

• Experience in the building materials industry preferred but not required

Travel Requirements

May require occasional travel in connection to job duties as it relates to conferences, site visits, professional development or learning opportunities, etc. in which advance notice of travel expectations/events will be provided.

Base Salary Range

Base Salary Range: $52,000-$71,500

How We Protect What Matters Most:

• We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.
• Our Family-Building benefits support the many different journeys to fertility and parenthood.
• Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.
• Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee's primary residence.
• Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.
• We're committed to fostering a culture that reflects our values to connect, empower, evolve, and inspire. We offer many opportunities for employees to connect with one another, including through our Employee Resource Groups who focus on education and allyship for all of our employees.

Disability Accommodations

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

Employment Details

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace. We are committed to equal employment opportunity on the basis of each candidate's qualifications, experience, and merit, without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Accommodation Notice

If you have a disability or special need that requires accommodation, please let us know.

Work Eligibility

If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).

Privacy Notice

Applicant Notice With 130+ years in the industry, GAF is the leading roofing manufacturer in North America. As a member of the Standard Industries family of companies, we are also part of the largest roofing and waterproofing business in the world. Our communities help give our work meaning and the products we manufacture help protect what matters most. The shingles help to shelter the families living in the homes in our towns. The TPO helps protect what is under that hospital's roof. In addition to quality products, we make sure they are installed by quality craftsmen and women. The full GAF portfolio of solutions is supported by an extensive national network of factory-certified contractors. GAF continues to be the leader in quality and offers comprehensive warranty protection on its products and systems. Our success is driven by a commitment to empowering our people to deliver advanced quality and purposeful innovation and the desire to protect what matters most.