At GAF Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. 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
The goal of the Claims Department is to provide solutions-based service driven by the desire to partner with our customers to assist with their issues in the most expedient and informative way. The Warranty Claims Examiner will be responsible for overseeing the residential claims process and providing an exceptional experience to internal and external customers.

Essential Duties

• Ability to efficiently manage the day-to-day activities related to new and existing commercial claims, which includes but not limited to research and investigation, assignment of work orders, preparation of various communications throughout the life of the claim, and resolution.
• Provide front-line support related to GAF’s commercial claim process through inbound customer contact channels such as phone and email.
• Provide the highest level of customer service addressing all customers’ general inquiries regarding guarantee coverage
• Investigate and resolve customer concerns, complaints, and disputes in a timely and empathetic manner
• Effectively communicate claim status and resolution with internal and external customers
• Proactively follow up with our customers to provide a seamless experience
• Ability to apply business reasoning and think outside the box to recommend solutions to best support our customers
• Create and maintain close relationships with internal and external customers in an effort to align with our world class customer service model
• Participate in ongoing training for commercial products
• Support the development and implementation of workflow, processes and system improvements

Under This Roof, We Require

• HS Diploma/GED
• Past customer service experience
• Requires working knowledge and skills developed through formal training or work experience
• Ability to assess a customer's needs, to offer and recommend solutions
• Works within established or standard operating procedures with a moderate degree of supervision
• Works 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
• Organized, dependable and works towards task completion
• Ability to manage a wide variety of tasks
• Ability to multitask and prioritize responsibilities
• Proactive and customer friendly communication style
• Ability to communicate in a collaborative manner
• Strong written and verbal communications skills

Under This Roof, We Also Value

• Excellent listening skills to empathize with the customer
• Bachelor’s Degree in Arts/Sciences (BA/BS) Preferred
• The ability to work effectively with a team
• Demonstrating a dedication for supporting our customers
• Highly self-motivated

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 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).