WARRANTY SERVICES REP II; Customer Service, Call Center; Remote USA

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Posting date : 09/24/2026

Reference : USA15629

WARRANTY SERVICES REP II; Customer Service, Call Center; Remote USA

United States, Pennsylvania, MALVERN

• Permanent / Regular

• Distribution Operations

• Remote

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Why do we need you ?

CertainTeed is seeking a customer focused and detail oriented Warranty Services Representative II to serve as a key point of contact for warranty claims, product concerns, and technical inquiries related to our siding products. In this role, you will help protect and strengthen customer trust by providing timely, accurate, and professional support to homeowners, contractors, distributors, architects, and internal business partners.

As a member of the Warranty & Technical Services team, you will manage warranty claims from initial intake through final resolution. This includes evaluating claim documentation, photographs, product samples, test results, and other supporting information to determine appropriate outcomes in accordance with company policies and warranty guidelines. You will communicate claim decisions clearly and professionally while ensuring a positive customer experience throughout the process.

This position also plays an important role in responding to product, installation, and code related inquiries. You will leverage technical product knowledge and strong problem solving skills to assist customers and support internal stakeholders across Sales, Marketing, Customer Service, Quality, Manufacturing, Research & Development, and Legal. Through these interactions, you will help identify trends, escalate potential product concerns, and contribute to continuous product and process improvement efforts.

Success in this role requires strong analytical capabilities, sound judgment, excellent communication skills, and the ability to manage multiple priorities in a fast paced environment. The ideal candidate thrives on solving problems, delivering exceptional customer service, and collaborating across functions to achieve timely and consistent resolutions.

Essential Functions

• Handle a high volume of inbound and outbound customer communications related to warranty claims, product performance, installation, and technical inquiries.
• Receive, document, investigate, and process warranty claims from notification through final resolution.
• Review and evaluate photographs, invoices, product samples, test results, and supporting documentation to determine claim validity and resolution.
• Communicate with customers and business partners to gather information, provide updates, and explain claim outcomes.
• Maintain accurate and complete records within claims management and tracking systems.
• Collaborate with Sales, Quality, Manufacturing, Technical Services, Customer Service, and other internal stakeholders to resolve customer concerns.
• Provide technical product guidance and support to customers and internal partners.
• Coordinate field inspections and follow up activities as needed.
• Identify recurring issues, emerging trends, and potential product concerns and communicate findings to appropriate teams.
• Deliver professional, timely, and customer focused service while managing sensitive or challenging situations.

Is this job for you ?

The ideal candidate is a customer focused professional who enjoys solving problems, investigating issues, and delivering outstanding service. You thrive in a fast paced environment where no two days are the same and can balance customer interactions, technical analysis, and administrative responsibilities with accuracy and professionalism.

You are naturally detail oriented and analytical, with the ability to gather information, assess situations, and make sound recommendations based on facts, documentation, and established processes. You communicate effectively with a wide variety of audiences and can explain technical information, warranty coverage, and claim resolutions in a clear and professional manner. Most importantly, you understand the importance of providing a positive customer experience, even when handling complex or difficult situations.

Required Qualifications

• Associate degree required.
• Minimum of 3 years of experience in customer service, technical support, warranty administration, claims processing, call center operations, or a related field.
• Strong analytical and problem solving skills with a high level of attention to detail.
• Ability to manage multiple priorities and work independently in a dynamic environment.
• Excellent verbal and written communication skills.
• Strong customer service skills with the ability to remain professional, empathetic, and solution focused during challenging interactions.
• Ability to exercise sound judgment and make consistent decisions based on established policies, procedures, and warranty guidelines.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, Teams, and other business systems.
• Ability to learn and apply technical product knowledge, installation practices, and warranty requirements.

Preferred Qualifications

• Bachelor's degree.
• Experience in warranty administration, claims management, technical services, building products, construction materials, manufacturing, or related industries.
• Previous experience working in a customer contact center or high volume customer support environment.
• Familiarity with interpreting technical documentation, product specifications, or installation requirements.

What will help you succeed?

• Strong organizational skills and the ability to manage a high volume of customer interactions and claims simultaneously.
• A collaborative mindset and willingness to work cross functionally with Sales, Quality, Manufacturing, Customer Service, Marketing, Research & Development, Legal, and Technical Services teams.
• Confidence in reviewing documentation, evaluating information, and determining appropriate courses of action.
• Adaptability and flexibility in responding to changing business needs and customer requirements.
• A commitment to accuracy, consistency, and continuous improvement.

A little more about us

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings. A subsidiary of Saint-Gobain, one of the world's largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.com

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state's Pay Transparency laws to the SGNA HR Compliance team at SGNA_HR_Compliance@saint-gobain.com.

Benefits in joining us

Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees' wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $64,500 to $97,500 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 8% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $69,600 to $105,300. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.

• Health and Well-being - Supporting your wellbeing, to thrive in life and work.
• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Saving Account and Flexible Spending Account options
• LiveWell Wellness Program
• Employee Assistance Program (EAP)
• Paid Time Off and Paid Parental Leave
• Retirement and Protection - Helping to make the future life you want a reality.
• 401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan
• Company-provided Life Insurance, AD&D, Short-Term Disability
• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and
• Accident Insurance
• Additional Benefits - Helping shape the experience and impact you want
• Commuter Benefits
• Group Legal
• Identity Theft Protection
• Auto and Home Insurance
• Pet Insurance and Discounts
• Back-up Child and Elder Care
• PerkSpot Employee Discount Program
• Volunteer Day

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