Senior Specialist Customer Care GAF Energy

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 delivering an exceptional end-to-end customer experience for homeowners, roofing contractors, and commercial partners adopting Timberline Solar solutions.

Job Summary

GAF Energy is seeking a Senior Specialist Customer Care to drive elevated customer support strategies, high-tier resolution management, and process optimization across our residential solar platform. Reporting to the Senior Manager of Customer Operations, this role is responsible for leading complex escalation resolution, performing root-cause analysis on customer touchpoints, and driving cross-functional solutions with Field Operations, Technical Support, Product Management, and Quality Assurance. As a senior individual contributor, you will act as a subject matter expert (SME), mentor junior support associates, and help shape standard operating procedures to support high-growth operational scaling.

Essential Duties

• Take end-to-end ownership of high-severity, complex customer and partner escalations, utilizing deep product knowledge and diplomatic problem-solving to drive rapid resolution.
• Conduct root-cause analysis on recurring customer complaints, warranty claims, and system operational inquiries to identify systemic trends and deliver actionable process recommendations.
• Partner cross-functionally with Field Operations, Scheduling, Engineering, and Quality teams to address systemic product or installation issues and optimize cross-departmental workflows.
• Establish, document, and update Standard Operating Procedures (SOPs), Knowledge Base articles, and training workflows to elevate overall Tier 1 and Tier 2 care operations.
• Monitor key customer satisfaction metrics (NPS, CSAT, FCR, SLA compliance) and generate operational insights and executive reporting for leadership.
• Serve as a Subject Matter Expert (SME) and mentor to junior customer support team members, assisting with onboarding, case reviews, and continuous skill building.
• Oversee CRM workflow logic, queue routing, and ticketing tag taxonomies (e.g., Salesforce, Zendesk) to ensure data accuracy and optimal case management.
• Manage specialized customer initiatives, such as post-install system monitoring connectivity drives, partner integration programs, or warranty remediation projects.
• Other duties and special project management as assigned by leadership.

Qualifications Required

• H.S. Diploma or General Education Degree (GED) required
• Bachelor's Degree in Business Administration, Communications, Operations, Engineering or related field required
• Minimum 5+ years of progressive experience in high-tier customer support, customer experience management, or technical operations. Proven experience managing complex, high-stakes customer escalations in a fast-paced environment. Prior experience in solar, renewable energy, residential construction, or consumer tech industries strongly preferred.
• Advanced analytical skills with a proven track record of using data to identify operational bottlenecks and drive cross-functional process improvements.
• Exceptional verbal, written, and executive-level presentation skills; ability to communicate complex technical solar concepts clearly to both non-technical homeowners and internal stakeholders.
• High emotional intelligence (EQ) and advanced de-escalation skills with a demonstrated ability to diffuse challenging customer situations.
• Expertise with enterprise CRM systems (e.g., Salesforce, Zendesk), call management software, data reporting tools, and Google Workspace applications.
• Strong understanding of residential solar photovoltaic (PV) systems, inverter technologies, electrical safety standards, or roofing systems.
• Strong project management capabilities with the ability to manage competing priorities, develop project roadmaps, and meet firm operational timelines.

Travel Requirements: 10% Potential periodic travel to local offices or regional field sites for cross-functional alignment and field operations reviews.

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: $76,000-$104,500

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).