Customer Care Representative II

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

The Customer Operations team is dedicated to providing end-to-end support for homeowners, roofing contractors, and partners adopting Timberline Solar solutions.

Job Summary

GAF Energy is seeking a Customer Care Representative II to support our mission of generating "Energy from Every Roof". Reporting to the Customer Care Manager in Georgetown, TX, this role serves as an elevated support tier responsible for resolving complex homeowner inquiries, coordinating warranty and service requests, and maintaining strong cross-functional communication with Field Operations, Scheduling, and Technical Support. The ideal candidate thrives in a fast-paced environment, demonstrates high empathy, and delivers creative, customer-centric solutions.

Essential Duties

• 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.
• Guide homeowners through post-installation processes, monitoring app connectivity, and standard system operation inquiries.
• Coordinate warranty service requests and partner with Field Service Technicians to ensure timely scheduling and dispatch for maintenance or repairs.
• Identify recurring trends in customer feedback and proactively partner with management to recommend process or workflow improvements.
• Conduct follow-up communications with customers post-resolution to ensure satisfaction and maintain high First Contact Resolution (FCR) metrics.
• Other duties as assigned.

Qualifications Required

• H.S. Diploma or General Education Degree (GED) required
• 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.
• Strong ability to communicate clearly and effectively with internal and external functional teams verbally, in writing, and via digital tools.
• Prior success in a dynamic, fast-paced, high-growth environment with solid time management skills and an ability to prioritize competing initiatives.
• Proven de-escalation skills with an empathetic, customer-first approach and a "no job too small" attitude.
• Technical aptitude with CRM tools (e.g., Salesforce, Zendesk) and Google Workspace (Gmail, Sheets, Docs, Slides).
• Familiarity with basic solar PV systems, electrical concepts, or residential roofing principles is a major plus.

Physical Demands

• Stationary Position - Frequently
• Stationary Position/Seated - Frequently
• Position Self/Stooping - Occasionally
• Position Self/Kneeling - Occasionally
• Position Self/Crouching - Occasionally
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Communicate/Talking - Frequently
• Communicate/Hearing - Frequently
• Repetitive Motions - Frequently

Working Conditions

• Temperature Change - Occasionally

Travel Requirements: 10% Minimal travel required for occasional team meetings or training sessions.

Pay Transparency

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: $48,006-$66,009

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 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. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. 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.

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.

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