Guarantee Services Representative

About the role

The Guarantee Services Representative is part of our team based in our Headquarters office in Dallas, Texas. This position is a critical team member of our Commercial Contractor & Guarantee team.

Responsibilities

• Provide front-line support related to Siplast’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.
• 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.
• 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.

Requirements

• A High School Diploma. A Bachelor’s Degree preferred.
• Prior experience in a customer service environment is required.

Qualifications

• 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.

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 includes an employer match contribution with your pre-tax and/or Roth contributions.
• 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're committed to fostering a culture that reflects our values to connect, empower, evolve, and inspire. We offer many opportunities for employees to connect with one another, including through our Employee Resource Groups who focus on education and allyship for all of our employees.
• 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.

Pay

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: $44,013-$60,518

Schedule

This position is based in our Dallas, TX 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.