Supervisor, Warranty Claims - Residential

Job Description:
Introduction
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 Overview
As part of the Residential Contractor and Consumer Services, this position will provide day to day management of the Residential Warranty Claims team. This position will be based in our Corporate office in Parsippany, NJ.
Summary
This position supervises our Residential Warranty Claims team and will interact with all levels of GAF management, including Sales, Warranty Services, Claims and inspection services teams. The position will support the performance management of assigned staff; training, development and job mentoring; analyzing workflows and metrics to determine areas of opportunity for improvement; completion of audits and reports to measure quality and adherence to best practices; working with other members of the Warranty Claims Leadership team to provide salient and pertinent information and assist with overall department improvement and development on Residential claims handling.
Essential Duties

• Supervise and monitor Warranty Claims Specialists which includes, but is not limited to coaching, counseling and mentoring specialists, assist in on-boarding new hires, create schedules.
• Conduct communication huddles, performance improvement plans and midyear/year end reviews.
• Analyze trends, develop plans for improvement and impact change management.

• Completion of audits and exchanging information with assigned staff on a regular, documented basis.
• Review of new claim intake to ensure quality.
• Prepare responses to Warranty Questions, Better Business Bureau and other inquiries and complaints in a timely and effective manner.
• Develop metrics that measure performance and help improve service to all affected departments including Warranty Claims, Warranty Services, Sales, Legal, Marketing, etc.
• Report group statistics and complete management reports and follow up with the team to ensure group metrics are met or exceeded.
• Resolve escalated issues and provide complete resolution to escalated problems.
• Maintain training on all products and processes.
• Support Manager and Sr. Director of Warranty Claims, Legal and/or Warranty Claims Leadership team on projects or when back-up is requested.
• Ensure that matters presented for the Large Claims Committee are thoroughly reviewed, vetted and presented on behalf of respective subordinates.
• Collaboration with members of the Warranty Claims, Legal and Sales departments is required.
• Perform other duties as assigned.

Under This Roof, We Require

• Associate's degree or equivalent required; Bachelor's degree is preferred.
• Minimum of five years' experience in a customer service environment is required
• Experience in a customer service environment in a supervisory or managerial role is preferred.

Under This Roof, We Also Value

• Must possess strong management, team building and communication skills (written and verbal) to interact with internal and external customers both telephonically and in writing.
• Ability to deal with difficult situations and display a high level of empathy, professionalism and compassion when addressing customer's concerns.
• Strong customer service background.
• Proficiency in Google Business Suite and PeopleSoft.
• Excellent organizational skills, the ability to prioritize and make sound business decisions with a very strong attention to detail.
• Any background working with contractors, roofing industry personnel or insurance industry is a plus.

How We Protect What Matters Most

• 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.
• We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.
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We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).