Warranty Claims Examiner

GAF • Parsippany, NJ

15d • Hybrid

About The Position

The Residential Warranty Claims Examiner position is a critical member of our Residential Warranty Claims team. This corporate position is based in our HQ Parsippany, NJ location. The goal of the Residential Warranty Claims Department is to provide solutions-based service driven by the desire to partner with the GAF sales team and customers to understand and resolve their GAF roofing system material and workmanship concerns. The successful candidate will report to the Residential Warranty Claims Supervisor for Enhanced Warranties. The Residential Warranty Claims Examiner will be responsible for overseeing their assigned warranty claims by providing an exceptional experience to internal and external customers.

Requirements

• H.S. Diploma or General Education Degree (GED) Required
• Past customer service experience
• Strong written and verbal communications skills.
• This position is based in our Parsippany, NJ corporate headquarters which currently operates on a hybrid in-office schedule. Though employees are welcome to work in our office on Friday, this position must be performed in-office on Monday through Thursday, with the option to work remotely from the employee's home office on Friday.
• Excellent listening skills to empathize with the customer
• The ability to collaborate and work effectively with a team.
• Proficient in Google Business Suites.
• Ability to assess a customer's needs, to offer and recommend solutions via phone and email communications.
• Ability to work cross functionally and collaboratively to create a seamless end-to-end customer experience.
• Ability to recommend solutions to problems that will enhance the customer experience.
• Ability to deal with change and take the initiative to move-forward with the claim resolution process.
• Proactive and customer friendly communication style.
• Demonstrates a dedication for supporting our customers.
• Highly self-motivated.

Nice To Haves

• Bachelor’s Degree Preferred

Responsibilities

• Efficiently manage the day-to-day activities related to new and existing residential warranty claims, which includes but is not limited to research and investigation, assignment of work orders, preparation of various communications throughout the life-cycle of the claim, and resolution.
• Apply business reasoning and critical thinking to recommend solutions to best support our customers and their Claim experience.
• Deliver investigation and resolution of customer concerns, complaints, and disputes in a timely and empathetic manner.
• Proactively follow-up with our customers to provide a seamless experience, gathering necessary claim and contractor information and confirming work-order statuses.
• Highly organized and possess strong attention to detail.
• Effectively communicate claim status and resolution with internal and external customers.
• Create and maintain close relationships with internal and external customers to align with our world class customer service model. This will include a comfort level with direct communication with the contractor and GAF sales team.
• Participate in ongoing training for GAF Residential products.
• Support the development and implementation of workflow, processes and system improvements.

Benefits

• We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.
• Our Family-Building benefits support the many different journeys to fertility and parenthood.
• Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.
• Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence.
• Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.

What This Job Offers

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