Senior Specialist Customer Care GAF Energy

GAF•Georgetown, TX

7d•$76,000 - $104,500

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. Reporting to the Senior Manager of Customer Operations, this senior individual contributor leads complex escalations, analyzes root causes across customer touchpoints, and develops cross-functional solutions with Field Operations, Technical Support, Product Management, and Quality Assurance. The role serves as a subject matter expert, mentors junior support associates, and helps develop standard operating procedures to support operational growth. The position focuses on resolving complex customer and partner issues, identifying systemic trends in complaints and warranty claims, improving workflows, and elevating Tier 1 and Tier 2 customer care. It also monitors customer satisfaction and service metrics, supports CRM workflows and case management, and leads specialized customer initiatives. Periodic travel to local offices or regional field sites may be required, estimated at 10%.

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 the ability to diffuse challenging customer situations.
Expertise with enterprise CRM systems such as Salesforce or Zendesk, 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 skills, including managing competing priorities, developing project roadmaps, and meeting firm operational timelines.
Potential periodic travel to local offices or regional field sites; estimated travel requirement is 10%.

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 problem-solving to drive resolution.
Conduct root-cause analysis of recurring customer complaints, warranty claims, and system operational inquiries; identify trends and recommend process improvements.
Partner with Field Operations, Scheduling, Engineering, and Quality teams to address systemic product or installation issues and optimize 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, and produce operational insights and executive reporting for leadership.
Serve as a subject matter expert and mentor 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.