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

The Residential Warranty Claims Examiner position is a critical member of our Residential Warranty Claims team. This corporate position is based in our HQ Parsippany, NJ location on a 3:2 hybrid schedule.

Summary

The goal of the Residential Warranty Claims Department is to provide solutions-based service driven by the desire to partner with the GAF sales team and customers to understand and resolve their GAF roofing system material and workmanship concerns. The successful candidate will report to the Residential Warranty Claims Supervisor for Enhanced Warranties. The Residential Warranty Claims Examiner will be responsible for overseeing their assigned warranty claims by providing an exceptional experience to internal and external customers.

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

Efficiently manage the day-to-day activities related to new and existing residential warranty claims, which includes but is not limited to research and investigation, assignment of work orders, preparation of various communications throughout the life-cycle of the claim, and resolution.Apply business reasoning and critical thinking to recommend solutions to best support our customers and their Claim experience.Deliver investigation and resolution of customer concerns, complaints, and disputes in a timely and empathetic manner.Proactively follow-up with our customers to provide a seamless experience, gathering necessary claim and contractor information and confirming work-order statuses.Highly organized and possess strong attention to detail.Effectively communicate claim status and resolution with internal and external customers.Create and maintain close relationships with internal and external customers to align with our world class customer service model. This will include a comfort level with direct communication with the contractor and GAF sales team.Participate in ongoing training for GAF Residential products.Support the development and implementation of workflow, processes and system improvements.

Under This Roof, We Require

High School Diploma. Bachelor’s Degree preferred.Past customer service or sales support experience preferred.

Under This Roof, We Also Value

Proficient in Google Business Suites.Strong written and verbal communications skills.Excellent listening skills to empathize with the customer.Ability to assess a customer's needs, to offer and recommend solutions via phone and email communications.Ability to work cross functionally and collaboratively to create a seamless end-to-end customer experience.Ability to recommend solutions to problems that will enhance the customer experience.Ability to deal with change and take the initiative to move-forward with the claim resolution process.Proactive and customer friendly communication style.The ability to collaborate and work effectively with a team.Demonstrating a dedication for supporting our customers.Highly self-motivated.

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.

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).