Customer Care Representative II

GAF • Georgetown, TX

7d • Onsite

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 responsible for resolving complex homeowner inquiries, coordinating warranty and service requests, and maintaining cross-functional communication with Field Operations, Scheduling, and Technical Support. The role serves homeowners with solar roof installations and requires empathy, sound judgment, and creative, customer-centric solutions in a fast-paced environment.

The Customer Operations team provides end-to-end support for homeowners, roofing contractors, and partners adopting Timberline Solar™ solutions. The representative handles escalated inquiries, assists with post-installation and system-operation questions, coordinates service work, and works across teams to resolve issues. The position requires 10% travel for occasional team meetings or training sessions.

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.
• Success in a dynamic, fast-paced, high-growth environment, with 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.
• Must be eligible to work in the U.S. without employer-sponsored visa or work permit.

Nice To Haves

• Experience in solar, renewable energy, roofing, or residential construction.
• 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 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 coordinating 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 ensure timely scheduling and dispatch for maintenance or repairs.
• Identify recurring customer-feedback trends and partner with management to recommend process or workflow improvements.
• Conduct post-resolution customer follow-ups 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 match on pre-tax and/or Roth contributions.
• Wellness program, free financial coaching, referral program, and product rebates for purchases for an employee’s primary residence.
• Internal training programs and courses.
• Tuition reimbursement.
• Competitive salary, benefits, 401(k), and vacation packages for full-time permanent positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED