Guarantee Services Representative

About the role

The Guarantee Services Representative is part of the GAF Commercial Contractor & Guarantee team based in the Dallas, Texas headquarters. This role serves as front-line support for Commercial Certified Contractor enrollments and the guarantee registration through issuance process.

Responsibilities

• Provide front-line support related to Siplast’s commercial contractor program and guarantees through inbound customer contact channels.
• Offer a seamless experience for both internal and external customers engaging 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.
• Address general inquiries and conflicts regarding Commercial certified contractor enrollments and the guarantee registration through issuance processes.
• Resolve customer inquiries and complaints in a timely and empathetic manner.
• Create and maintain close relationships with internal and external customers 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.
• Help achieve department KPIs and metrics.

Requirements

• High School Diploma. Bachelor’s Degree preferred.
• Prior experience in a customer service environment is required.
• The position is based in the Dallas, TX corporate headquarters with a hybrid in-office schedule. Must be in-office on Monday through Thursday, with the option to work remotely from home on Friday.

Qualifications

• Identify problems and assess them using standard procedures and make sound decisions.
• Work within established or standard operating procedures with a moderate degree of supervision.
• Understand how assigned duties relate to others in the team and how the team integrates with other related teams.
• Be organized, dependable, and work towards task completion.
• Manage a wide variety of tasks.
• Communicate proactively and be customer-friendly.
• Communicate and work cross-functionally in a collaborative manner.
• Show excellent customer service skills.
• Show strong decision-making and problem-solving skills.
• Show strong written and verbal communications skills.

Benefits

• Health insurance options that include medical, dental, and vision for you and your family.
• Family-Building benefits support the many different journeys to fertility and parenthood.
• A robust 401K plan with an employer match contribution with your pre-tax and/or Roth contributions.
• Professional growth and development opportunities, including internal training programs and courses, and a generous tuition reimbursement program.
• Opportunities for employees to connect with one another through Employee Resource Groups focused on education and allyship for all employees.
• Competitive salary, benefits, 401k, and vacation packages for all full-time permanent positions.
• Equal opportunity workplace commitment.
• Eligibility to work in the U.S. without need for employer-sponsored visa (work permit).