Warranty Services Representative; Call Center, Construction; 1st Shift- Malvern, PA

Location: Malvern

At Certain Teed Roofing, we stand behind the quality and performance of our products. As a  
** Warranty Service Representative** , you will play a critical role in supporting homeowners, contractors, distributors, sales teams, and internal partners by providing timely, professional, and knowledgeable assistance related to warranty claims and product inquiries.

In this fully remote role, you will serve as a key point of contact for customers seeking support throughout the warranty process. You will help review and respond to warranty-related questions, provide technical product information, assist with claim documentation, and ensure customers receive clear, accurate, and responsive service. Your ability to communicate effectively, resolve concerns, and maintain professionalism in challenging situations will directly impact customer satisfaction and strengthen confidence in the Certain Teed brand.

This position works closely with Warranty & Technical Services, Sales Territory Managers, Legal, and other cross functional partners to provide solutions and support that are fair, consistent, and aligned with company policies. You will monitor shared mailboxes, manage customer communications, support responses to government agencies such as the Better Business Bureau and Attorney General offices, and assist with legal and special project requests.

Success in this role requires someone who can remain calm under pressure, analyze information, navigate complex situations, and deliver excellent service while balancing multiple priorities. Whether assisting a homeowner with a claim, answering technical product questions, or supporting internal teams, you will help protect and enhance the customer experience while representing Certain Teed with professionalism and integrity.

** What will you do?*
* + Provide outstanding customer service by responding to warranty claims and inquiries through phone, email, and other communication channels.

+ Assist customers, Territory Managers, contractors, distributors, and internal teams with warranty and product-related questions.

+ Manage and respond to inquiries received through Warranty & Technical Services shared mailboxes.

+ Prepare technical correspondence and warranty-related communications.

+ Provide initial responses to inquiries from government agencies and escalate concerns as appropriate.

+ Support legal department requests and documentation needs.

+ Participate in special projects and process improvement efforts.

+ Maintain accurate records and ensure timely follow up on customer communications.

We are looking for a customer-focused professional who enjoys solving problems, communicating with a wide range of stakeholders, and providing exceptional support. You thrive in situations where attention to detail, sound judgment, and professionalism are essential.

To be successful in this role, you should be comfortable managing sensitive customer situations, investigating issues, and balancing customer satisfaction with company policies and procedures. You are organized, resourceful, and able to work independently while collaborating effectively with cross functional teams.

** Required qualifications*
* + Associate Degree required.

+ Strong organizational, analytical, and problem-solving skills.

+ Excellent verbal and written communication skills.

+ Ability to manage multiple priorities and deadlines.

+ Ability to work effectively both independently and within a team environment.

+ Strong proficiency with Microsoft Office, including Word and Excel.

+ Proven ability to maintain professionalism and composure when handling challenging customer situations.

+ Strong customer service mindset with a focus on finding fair and equitable solutions.

** Preferred qualifications*
* + Bachelor's Degree.

+ Five or more years of construction experience, particularly related to exterior building envelope systems.

+ Background in building products, construction materials, or roofing.

+ Salesforce experience.

+ Working knowledge of roofing products, installation practices, warranty programs, and related industry processes.

** What makes you successful?*
* + You remain calm and professional during difficult conversations.

+ You can evaluate situations objectively and make sound decisions.

+ You communicate clearly with customers, contractors, attorneys, sales teams, and internal stakeholders.

+ You have strong attention to detail and follow through on commitments.

+ You focus on resolving issues, not winning arguments.

+ You represent the company positively while maintaining fairness and consistency in every interaction.

Through the responsible development of innovative and sustainable building products, Certain Teed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name Certain Teed. Today, Certain Teed is a leading North American…