Customer Care Representative II
About The Position
GAF Energy is seeking a Customer Care Representative II to support its mission of generating “Energy from Every Roof.” Reporting to the Customer Care Manager in Georgetown, Texas, this role is an elevated support tier that resolves complex homeowner inquiries, coordinates warranty and service requests, and maintains cross-functional communication with Field Operations, Scheduling, and Technical Support. The ideal candidate thrives in a fast-paced environment, demonstrates empathy, and delivers creative, customer-centric solutions. The Customer Operations team provides end-to-end support for homeowners, roofing contractors, and partners adopting Timberline Solar™ solutions. The role supports customers through solar roof installation inquiries, warranty coverage, system performance questions, post-installation processes, and service coordination. It also maintains accurate customer records and works with internal teams to resolve issues and improve workflows.
Requirements
- High school diploma or GED.
- At least 3 years of related experience in customer service, call center operations, or customer support.
- Ability to communicate clearly and effectively with internal and external teams verbally, in writing, and through digital tools.
- Experience succeeding in a dynamic, fast-paced, high-growth environment.
- Strong time-management skills and ability to prioritize competing initiatives.
- Proven de-escalation skills and an empathetic, customer-first approach.
- Technical aptitude with CRM tools and Google Workspace, including Gmail, Sheets, Docs, and Slides.
Nice To Haves
- Experience in solar, renewable energy, roofing, or residential construction industries.
- Familiarity with basic solar PV systems, electrical concepts, or residential roofing principles.
- Experience with CRM tools such as Salesforce or Zendesk.
Responsibilities
- Serve as a primary contact for escalated tier-2 customer inquiries about solar roof installations, warranty coverage, and system performance through phone, email, and ticketing systems.
- Investigate, troubleshoot, and resolve complex customer issues in coordination with Field Operations, Scheduling, Sales, and Technical Support.
- Maintain complete and accurate customer records, call notes, and case files in CRM databases.
- Guide homeowners through post-installation processes, monitoring app connectivity, and standard system operation inquiries.
- Coordinate warranty service requests and work with Field Service Technicians to schedule and dispatch maintenance or repairs in a timely manner.
- Identify recurring customer feedback trends and partner with management to recommend process or workflow improvements.
- Follow up with customers after resolution to confirm satisfaction and maintain high First Contact Resolution (FCR) metrics.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision insurance options for employees and their families.
- Family-building benefits supporting fertility and parenthood.
- 401(k) plan with employer matching contributions.
- Wellness program.
- Free financial coaching.
- Referral program.
- Product rebates for purchases for an employee’s primary residence.
- Internal training programs and courses.
- Tuition reimbursement.
- Employee Resource Groups focused on education and allyship.
- Vacation packages for full-time permanent positions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
