Senior Customer Care Specialist - Solar & Warranty

BMI Suomi (Icopal Oy, Icopal Katto Oy, Ormax Tiilikatot); Georgetown (TX); In loco; USD 48.000 - 66.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance options

401(k) plan with employer match

Wellness program

Tuition reimbursement

Employee Resource Groups

Descrizione del lavoro

GAF Energy seeks a Customer Care Representative II in Georgetown, TX to provide elevated support for homeowners and contractors, handling complex inquiries, coordinating warranty/service requests, and collaborating with Field Operations, Scheduling, and Technical Support teams.

The role emphasizes empathy, fast-paced problem-solving, and a customer-first approach, with focus on achieving high First Contact Resolution and accurate CRM documentation.

Competenze

• 3+ years of related experience in customer service, call center operations, or customer support.
• Prior experience in solar, renewable energy, roofing, or residential construction industries strongly preferred.
• Technical aptitude with CRM tools (Salesforce, Zendesk) and Google Workspace.

Mansioni

• Serve as a primary point of contact for escalated tier-2 customer inquiries regarding solar roof installations, warranty coverage, and system performance via phone, email, and ticketing systems.
• Investigate, troubleshoot, and resolve complex customer issues by navigating across internal teams (Field Operations, Scheduling, Sales, and Technical Support).
• Maintain complete and accurate customer records, call notes, and updated case files within CRM databases.
• Coordinate warranty service requests and partner with Field Service Technicians to ensure timely scheduling and dispatch for maintenance or repairs.

Conoscenze

Customer service

Communication

De-escalation

Time management

CRM tools (Salesforce/Zendesk)

Formazione

High School diploma or GED

Strumenti

Salesforce

Zendesk

Google Workspace

Descrizione del lavoro

GAF Energy seeks a Customer Care Representative II in Georgetown, TX to provide elevated support for homeowners and contractors, handling complex inquiries, coordinating warranty/service requests, and collaborating with Field Operations, Scheduling, and Technical Support teams.

The role emphasizes empathy, fast-paced problem-solving, and a customer-first approach, with focus on achieving high First Contact Resolution and accurate CRM documentation.