Guarantee Services Representative

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 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).