Position Description
Job Summary
What's the job?
The Technical Services Representative's primary function is to provide customer (internal and external) with support to roofing claim and technical requests, process claims, manage the intake and distribution paperwork and special projects as assigned.
- Provide quality customer service by processing and answering calls/emails regarding claims in a timely manner
- Manage Technical Services general email boxes
- Provide technical and warranty product assistance/letters to callers, TM's and Technical Services personnel.
- Provide first level responses to government agencies (BBB, Attorney General) and to report any irregularities to the Supervisor
- Provide support to our Legal department
One of the primary functions of this position is to represent our Company in a positive and professional manner under trying and stressful situations. The primary goal is to solve problems in an equitable and satisfactory manner and not to "win arguments". In dealing with delicate and hostile situations, including legal issues, this position requires timely responses to all correspondence and other customer communications.
Required Qualifications
What do you bring?
- Associates degree required
- Bachelor's Degree preferred
- Salesforce knowledge is preferred
- Fluent in French is preferred
- Strong background in Microsoft Office with an emphasis in Excel
- Salesforce knowledge
- Background in construction/Building materials
- Problem Solving - The responsibility of the Technical Coordinator has a direct effect on RPG's defective allowances. The Technical Coordinator must be able to "think on his/her feet", and use a variety of negotiating and people skills, as he/she is often times faced with disgruntled and angry homeowners and/or roofing contractors who may not be pleased with CertainTeed's disposition of their claims. The person in this position must always maintain a calm and professional attitude in the representation of our company. The Technical Coordinator must have detailed knowledge of the entire CertainTeed roofing line of products and processes, familiar with the proper application procedures involving our products, and provide technical assistance/letters to customers, TM's Roofing Contractors, Distributors while answering calls.
Additional Description
What are our perks?
We provide unique options to fit your unique lives! Our Total Rewards Program is customizable to accommodate your needs. Our menu of flexible options includes, but is not limited to:
- Excellent healthcare options: Medical, vision, prescription & dental
- Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program
- Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)
- Tuition Reimbursement: Continuing education for every season of your career
- Pet Insurance options: Insurance plan & prescription discount program for your furry friends
- Employee Recognition Programs
- PerkSpot: Our exclusive one-stop online discount marketplace
- LiveWell: Rewarding you for living a healthy lifestyle
Company Summary
Why work for us?
At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products make the world a more beautiful, safer, and sustainable home.
Legal Statement
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
