Customer Care Representative I

Job Description:



Introduction 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 or Function Overview

As part of the Residential Customer Care team, this position will provide the highest level of customer service to all of our customers. This position is remote based.



Summary

The Customer Care Rep I will provide exceptional customer service to internal and external GAF customers focusing on all aspects of the order process including order placement, order management, customer knowledge, warranty processing, and plant follow-up. In addition, maintain solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. Act as the “Voice of the Consumer” to equally improve the products for our customers as we do for our company.



Essential Duties Specific responsibilities include, but are not limited to:

• Providing customer service to our customers in a call center environment.
• Providing customer service to external GAF customers with respect to all aspects of the order process including order placement, customer and plant follow up, and product inquiries.
• Providing proactive service to customers by educating them regarding products and alternative choices as well as assisting our Sales Department in placing proactive outgoing service calls to customers.
• Perform other duties as assigned.
• Manage inbound and outbound calls in a timely manner
• Keep accurate real-time records of all conversations in our database.
• Build relationships with external & internal GAF customers via phone and email to assist with all inquiries.
• Work as “sales support” for our Sales Team.
• Provide world-class service by delivering an effortless customer experience.
  
  
  

Under This Roof, We Require

• Bachelor's Degree preferred
• Prior Customer Service experience specifically in a call center environment preferred
  
  
  

Under This Roof, We Also Value

• Outgoing and energetic attitude
• Excellent verbal and written communication skills
• Ability to multitask in a fast paced environment
• Must be a team player and perform well under pressure
• Strong computer skills: Google Business Suite
• Highly organized with great attention to detail
• Excellent problem-solving capabilities
  
  
  

How We Protect What Matters Most

• 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.
  
  
  

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.

Consideration will be given based on geography, candidate experience, and qualifications.

Annual Salary Range: 42,190-53,910

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).