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
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.

Job Summary
Residential Consumer Support Representatives are responsible for answering calls from consumers, residential contractors, and internal business partners in connection with technical instructions, warranty coverage, warranty claim initiation, and claim status. This position will provide the highest level of customer service while maintaining solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. This position is based in our Parsippany, NJ corporate headquarters which currently operates on a hybrid in-office schedule. Though employees are welcome to work in our office on Friday, this position must be performed in-office on Monday through Thursday, with the option to work remotely from the employee's home office on Friday.

Essential Duties

• Handle incoming calls from property owners, roofing contractors, and internal business partners in a call center environment
• Assist customers by opening new warranty claims upon request
• Ability to resolve inquiries regarding GAF’s published application instructions and other related technical documents
• Provide guidance to our internal and external customers regarding GAF’s warranties and claims process
• Ability to respond to inquiries accurately and in a timely manner
• Update customer and contractor files as needed
• Perform other duties as assigned

Qualifications Required

• H.S. Diploma or General Education Degree (GED) required
• Bachelor’s Degree preferred
• Past Customer Service experience
• Excellent verbal and written communication skills
• Excellent problem-solving capabilities
• Strong computer skills: Google Business Suite
• Ability to multitask in a fast-paced environment
• Highly organized with great attention to detail
• Experience in the building materials industry preferred but not required

Qualifications Preferred

• Experience in the building materials industry preferred but not required

Travel Requirements: May require occasional travel in connection to job duties as it relates to conferences, site visits, professional development or learning opportunities, etc. in which advance notice of travel expectations/events will be provided.

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: $52,000-$71,500

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 m