Customer Care Representative II

GAF Energy Customer Care Representative II

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.

The Customer Operations team is dedicated to providing end-to-end support for homeowners, roofing contractors, and partners adopting Timberline Solar™ solutions. GAF Energy is seeking a Customer Care Representative II to support our mission of generating "Energy from Every Roof". Reporting to the Customer Care Manager in Georgetown, TX, this role serves as an elevated support tier responsible for resolving complex homeowner inquiries, coordinating warranty and service requests, and maintaining strong cross-functional communication with Field Operations, Scheduling, and Technical Support.

The ideal candidate thrives in a fast-paced environment, demonstrates high empathy, and delivers creative, customer-centric solutions.

Essential Duties

• Serve as a primary point of contact for escalated tier-2 customer inquiries regarding solar roof installations, warranty coverage, and system performance via phone, email, and ticketing systems.
• Investigate, troubleshoot, and resolve complex customer issues by navigating across internal teams (Field Operations, Scheduling, Sales, and Technical Support).
• Maintain complete and accurate customer records, call notes, and updated case files within CRM databases.
• Guide homeowners through post-installation processes, monitoring app connectivity, and standard system operation inquiries.
• Coordinate warranty service requests and partner with Field Service Technicians to ensure timely scheduling and dispatch for maintenance or repairs.
• Identify recurring trends in customer feedback and proactively partner with management to recommend process or workflow improvements.
• Conduct follow-up communications with customers post-resolution to ensure satisfaction and maintain high First Contact Resolution (FCR) metrics.
• Other duties as assigned.

Qualifications Required

• H.S. Diploma or General Education Degree (GED) required
• 3+ years of related experience in customer service, call center operations, or customer support. Prior experience in solar, renewable energy, roofing, or residential construction industries strongly preferred.
• Strong ability to communicate clearly and effectively with internal and external functional teams verbally, in writing, and via digital tools.
• Prior success in a dynamic, fast-paced, high-growth environment with solid time management skills and an ability to prioritize competing initiatives.
• Proven de-escalation skills with an empathetic, customer-first approach and a "no job too small" attitude.
• Technical aptitude with CRM tools (e.g., Salesforce, Zendesk) and Google Workspace (Gmail, Sheets, Docs, Slides).
• Familiarity with basic solar PV systems, electrical concepts, or residential roofing principles is a major plus.

Physical Demands

• Stationary Position
  - Frequently
• Stationary Position/Seated
  - Frequently
• Position Self/Stooping
  - Occasionally
• Position Self/Kneeling
  - Occasionally
• Position Self/Crouching
  - Occasionally
• Reaching
  - Occasionally
• Handling
  - Occasionally
• Grasping
  - Occasionally
• Communicate/Talking
  - Frequently
• Communicate/Hearing
  - Frequently
• Repetitive Motions
  - Frequently

Working Conditions

• Temperature Change
  - Occasionally

Travel Requirements: 10%…