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What's the job?

To process warranty claims, product complaints and problems reported to the Warranty & Technical Services Department. Processing includes significant call center job functions (answering incoming and making outbound calls) plus analysis and evaluation of appropriate claim documents and samples, updating claims tracking system, resolving the issue and any follow-up (phone and/or written communication). Job also includes answering inquiries about products, codes, installation, etc. from homeowners, contractors, distributors, architects, etc.

Internal services include product knowledge and problem solving advice to sales support department, sales representatives, quality control, Technical Center and plant. Provide notification of potential problems and situations to appropriate people and departments. Maintain internal claims records and files. Schedule field inspections, as needed.

**-** Call Center Representative: 45%

+ Handle a considerable volume of calls from current or potential customers (customers include homeowners, contractors, distributors, architects, sales reps,).

+ Receive incoming calls from external or internal customers regarding warranty

+ Make outbound calls on behalf of the company or customer to gather additional claim information.

+ Respond to basic inquiry calls about products, codes, installation,

**-** Process Defective Material Warranty Claims: 45%

+ Receive, research, document and process warranty claims (from notification to close) including opening mail, date stamping and distributing for

+ Request photographs, samples and documentation showing the claimed

+ Handle physical product samples including but not limited to: clean samples, test fade samples, review manufacturing samples, box up samples to be shipped/returned to customers, plant personal or Quality Control via USPS/FedEx/UPS,

+ Evaluate/review physical documentation of claim photos, invoices and other documents to gain clarity/details for claim

+ Collaborate/coordinate with co-workers, department management, quality control, sales, etc. to facilitate the resolution of warranty

+ Initiate and complete claim forms, along with verbal and written communication to customers.

+ Determine and communicate final claim resolution to all involved

+ Update claims tracking system with all claim activity (from notification to close).

_-_ Provide technical support and assistance to Sales, Sales Support, Marketing, Research & Product Development, Quality, Legal Department and Manufacturing. 10%

Miscellaneous activities:

+ Monitor claims to keep data/files current and

+ Provide claim details for audits, as

Coordinate field inspections with department Field Reps/Supervisor, when applicable.

What do you bring?

**Education** :

+ Degree (Preferred). Bachelor’s Degree in Business or related

+ Without Degree. At least three (3) years of related experience in in a customer/technical service or warranty/claims processing related

**Experience** :

+ At least three (3) years in a customer/technical service or warranty/claims processing related

**Required Skills** :

+ Possess strong analytical skills and a commitment to

+ Ability to stay focused and positive with a calm demeanor in stressful

+ Ability to multi-task and prioritize assignments in a dynamic environment according to department or company

+ Ability to exercise tact and understanding when speaking with

+ Ability to communicate competently and respectfully with co-workers in office and remote/other locations.

+ Proficient in business written communications. Ability to explain warranty coverage, claim resolutions or technical instructions via correspondence, emails, etc. clearly and concisely.

+ Proficient in utilizing software including Microsoft programs (Word, Excel, Outlook, Teams, etc).

+ Must be flexible to adapt to changing and varying work requirements

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 (https://bit.ly/2RZtfYI) 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

Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is **$63,000.00** to **$ $95,000.00** per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is **8%** of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is **$68,000.00** to **$102,600.00.** Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

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Why Work for Us?

Through the responsible development of innovative and sustainable building products,-CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada.- www.certainteed.com

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.

This position is subject to export controls under the International Traffic in Arms Regulations (ITAR). Qualified applicants for the position must meet the ITAR definition of “U.S. Person” at 22 C.F.R. 120.15 as a: U.S. citizen, U.S. national, lawful permanent resident, or otherwise a protected individual (including for example refugees and asylees).