Senior Specialist Customer Care GAF Energy

GAF • Georgetown, TX

5d

About The Position

GAF Energy is seeking a Senior Specialist Customer Care to drive elevated customer support strategies, high-tier resolution management, and process optimization across its residential solar platform. The role reports to the Senior Manager of Customer Operations and leads complex escalations, root-cause analysis of customer touchpoints, and cross-functional solutions with Field Operations, Technical Support, Product Management, and Quality Assurance. As a senior individual contributor and subject matter expert, the specialist mentors junior support associates and helps develop standard operating procedures to support operational growth. The role may involve periodic travel to local offices or regional field sites, approximately 10% of the time.

Requirements

• High school diploma or GED.
• Bachelor’s degree in Business Administration, Communications, Operations, Engineering, or a related field.
• At least 5 years of progressive experience in high-tier customer support, customer experience management, or technical operations.
• Proven experience managing complex, high-stakes customer escalations in a fast-paced environment.
• Advanced analytical skills and a track record of using data to identify operational bottlenecks and drive cross-functional process improvements.
• Exceptional verbal, written, and executive-level presentation skills, including the ability to explain complex technical solar concepts to non-technical homeowners and internal stakeholders.
• High emotional intelligence and advanced de-escalation skills, with demonstrated ability to diffuse challenging customer situations.
• Expertise with enterprise CRM systems, call management software, data reporting tools, and Google Workspace applications.
• Strong understanding of residential solar photovoltaic systems, inverter technologies, electrical safety standards, or roofing systems.
• Strong project management capabilities, including managing competing priorities, developing project roadmaps, and meeting firm operational timelines.

Nice To Haves

• Experience in solar, renewable energy, residential construction, or consumer technology industries.

Responsibilities

• Take end-to-end ownership of high-severity, complex customer and partner escalations, using product knowledge and diplomatic problem-solving to drive rapid resolution.
• Analyze recurring customer complaints, warranty claims, and system operational inquiries to identify trends and recommend process improvements.
• Partner with Field Operations, Scheduling, Engineering, and Quality teams to address product or installation issues and improve cross-departmental workflows.
• Establish, document, and update Standard Operating Procedures, Knowledge Base articles, and training workflows for Tier 1 and Tier 2 care operations.
• Monitor NPS, CSAT, FCR, and SLA compliance metrics and provide operational insights and executive reporting to leadership.
• Serve as a subject matter expert and mentor to junior customer support team members through onboarding, case reviews, and skills development.
• Oversee CRM workflow logic, queue routing, and ticketing tag taxonomies to support data accuracy and effective case management.
• Manage specialized customer initiatives, including post-install system monitoring connectivity drives, partner integration programs, and warranty remediation projects.
• Perform other duties and special project management as assigned by leadership.

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.
• Employee referral program.
• Product rebates for purchases for an employee’s primary residence.
• Internal training programs and courses.
• Tuition reimbursement.
• Vacation packages for full-time permanent positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior