Senior Specialist Customer Care GAF Energy at GAF in Georgetown, TX

Job description

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work– we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most. Team Summary The Customer Operations team is dedicated to delivering an exceptional end-to-end customer experience for homeowners, roofing contractors, and commercial partners adopting Timberline Solar™ solutions. Job Summary GAF Energy is seeking a Senior Specialist Customer Care to drive elevated customer support strategies, high-tier resolution management, and process optimization across our residential solar platform. Reporting to the Senior Manager of Customer Operations, this role is responsible for leading complex escalation resolution, performing root-cause analysis on customer touchpoints, and driving cross-functional solutions with Field Operations, Technical Support, Product Management, and Quality Assurance. As a senior individual contributor, you will act as a subject matter expert (SME), mentor junior support associates, and help shape standard operating procedures to support high-growth operational scaling. Essential Duties Take end-to-end ownership of high-severity, complex customer and partner escalations, utilizing deep product knowledge and diplomatic problem-solving to drive rapid resolution. Conduct root-cause analysis on recurring customer complaints, warranty claims, and system operational inquiries to identify systemic trends and deliver actionable process recommendations. Partner cross-functionally with Field Operations, Scheduling, Engineering, and Quality teams to address systemic product or installation issues and optimize cross-departmental workflows. Establish, document, and update Standard Operating Procedures (SOPs), Knowledge Base articles, and training workflows to elevate overall Tier 1 and Tier 2 care operations. Monitor key customer satisfaction metrics (NPS, CSAT, FCR, SLA compliance) and generate operational insights and executive reporting for leadership. Serve as a Subject Matter Expert (SME) and mentor to junior customer support team members, assisting with onboarding, case reviews, and continuous skill building. Oversee CRM workflow logic, queue routing, and ticketing tag taxonomies (e.g., Salesforce, Zendesk) to ensure data accuracy and optimal case management. Manage specialized customer initiatives, such as post-install system monitoring connectivity drives, partner integration programs, or warranty remediation projects. Other duties and special project management as assigned by leadership. Qualifications Required H.S. Diploma or General Education Degree (GED) required Bachelor’s Degree in Business Administration, Communications, Operations, Engineering or related field required Minimum 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. Prior experience in solar, renewable energy, residential construction, or consumer tech industries strongly preferred. Advanced analytical skills with a proven track record of using data to identify operational bottlenecks and drive cross-functional process improvements. Exceptional verbal, written, and executive-level presentation skills; ability to communicate complex technical solar concepts clearly to both non-technical homeowners and internal stakeholders. High emotional intelligence (EQ) and advanced de-escalation skills with a demonstrated ability to diffuse challenging customer situations. Exper