What are the responsibilities and job description for the Guarantee Services Representative position at GAF?
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.
Job SummaryThe goal of the Guarantee Services department is to serve as front line support for each step of GAF's commercial guarantee registration through issuance process, and is known for being the most knowledgeable, customer-focused, and easiest to do business with throughout the industry. Reporting to the Guarantee Services Supervisor, 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 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 the guarantee registration through issuance process
- 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
- HS Diploma/GED
- Past customer service experience Required
- Decision Making
- Ability to recommend solutions to problems to exceed our customer's expectations
- Stress Tolerance:
- Organized, dependable and works towards task completion
- Ability to manage a wide variety of tasks
- Ability to multitask and prioritize responsibilities
- Communication:
- Proactive and customer friendly communication style
- Ability to communicate cross-functional in a collaborative manner
- Excellent customer service skills
- Bachelor’s Degree in Arts/Sciences (BA/BS)
- Good decision making and problem resolution skills
- Work effectively in a cross functional environment
- Strong written and verbal communications skills
- Highly self-motivated
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 put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.
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 and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of 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).
