Guarantee Services Representative

Benefits

Additional Information

At GAF Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. 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 The Guarantee Services Representative is part of our team based in our Headquarters office in Parsippany, NJ. This position is a critical team member of our Commercial Contractor & Guarantee team. Job Summary The goal of the Contractor & Guarantee Services department is to serve as front line support for Commercial Certified Contractor enrollments and each step of GAF's commercial guarantee registration through issuance process. This team is known for being the most knowledgeable, customer-focused, and easiest to do business with throughout the industry. Reporting to the Commercial Contractor & Guarantee Services Manager, the Guarantee Services Representative will be expected to build and maintain close relationships with GAF's customers and sales organization and provide world-class, white glove support. Essential Duties Provide front-line support related to GAF's commercial contractor program and guarantees through inbound customer contact channels. Provide a seamless experience for both internal and external customers to engage with GAF throughout the commercial sales process. Interact with customers, contractors, and employees to assist with inquiries across GAF business lines in a call center environment. Provide the highest level of customer service addressing general inquiries and conflicts in respect to all aspects of Commercial certified contractor enrollments and the guarantee registration through issuance processes. Manage a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Investigate and resolve customer inquiries and complaints in a timely and empathetic manner. Create and maintain close relationships with internal and external customers in an effort to provide a personalized experience. Escalate atypical requests to the Supervisor, Guarantee Services and maintain support/communication to external customers. Provide cross-functional support for Sales Operations related activities associated with the GAF Commercial Journey. Participate in ongoing commercial training and development. Continue to build knowledge of the company processes, go to market strategy, and customers. Help achieve department KPIs and metrics. Qualifications Required High School Diploma. Bachelor's Degree preferred. Prior experience in a customer service environment is required. Required 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. Qualifications Preferred Identifying problems and all relevant issues in straightforward situations, assessing each using standard procedures, and making sound decisions. Working within established or standard operating procedures with a moderate degree of supervision. Understanding how assigned duties relate to others in the team and how the team integrates with other related teams. Ability to recommend solutions to problems to exceed our customer's expectations. Someone who is organized, dependable and works towards task completion. Ability to manage a wide variety of tasks. Proactive and customer friendly communication style. Ability to communicate and work cross-functional in a collaborative manner. Excellent customer service skills. Good decision making and problem resolution skills. Strong written and verbal communications skills. Base salary and/or rate of pay ranges listed are exclusive of fringe benefits and potential bonuses. Individual compensation offers will be determined based on a variety of factors, including but not limited to geographic location, relevant candidate experience and skill, education, and/or qualifications. Base Salary Range: $44,013-$60,518 How We Protect What Matters Most: 1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting program

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