Guarantee Services Representative
- 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 Under This Roof, We Require
- High School Diploma. Bachelor's Degree preferred.
- Prior experience in a customer service environment is required.
- 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.
- Highly self-motivated.
- We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.
- Our Family-Building benefits support the many different journeys to fertility and parenthood.
- Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.
- 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.
- Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.
- 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.
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