At CertainTeed Roofing, we stand behind the quality and performance of our products. As a Warranty Service Representative , you will play a critical role in supporting homeowners, contractors, distributors, sales teams, and internal partners by providing timely, professional, and knowledgeable assistance related to warranty claims and product inquiries.
In this fully remote role, you will serve as a key point of contact for customers seeking support throughout the warranty process. You will help review and respond to warranty-related questions, provide technical product information, assist with claim documentation, and ensure customers receive clear, accurate, and responsive service. Your ability to communicate effectively, resolve concerns, and maintain professionalism in challenging situations will directly impact customer satisfaction and strengthen confidence in the CertainTeed brand.
This position works closely with Warranty & Technical Services, Sales Territory Managers, Legal, and other cross functional partners to provide solutions and support that are fair, consistent, and aligned with company policies. You will monitor shared mailboxes, manage customer communications, support responses to government agencies such as the Better Business Bureau and Attorney General offices, and assist with legal and special project requests.
Success in this role requires someone who can remain calm under pressure, analyze information, navigate complex situations, and deliver excellent service while balancing multiple priorities. Whether assisting a homeowner with a claim, answering technical product questions, or supporting internal teams, you will help protect and enhance the customer experience while representing CertainTeed with professionalism and integrity.
What will you do?
Provide outstanding customer service by responding to warranty claims and inquiries through phone, email, and other communication channels.
Assist customers, Territory Managers, contractors, distributors, and internal teams with warranty and product-related questions.
Manage and respond to inquiries received through Warranty & Technical Services shared mailboxes.
Prepare technical correspondence and warranty-related communications.
Provide initial responses to inquiries from government agencies and escalate concerns as appropriate.
Support legal department requests and documentation needs.
Participate in special projects and process improvement efforts.
Maintain accurate records and ensure timely follow up on customer communications.
We are looking for a customer-focused professional who enjoys solving problems, communicating with a wide range of stakeholders, and providing exceptional support. You thrive in situations where attention to detail, sound judgment, and professionalism are essential.
To be successful in this role, you should be comfortable managing sensitive customer situations, investigating issues, and balancing customer satisfaction with company policies and procedures. You are organized, resourceful, and able to work independently while collaborating effectively with cross functional teams.
Required qualifications
Associate Degree required.
Strong organizational, analytical, and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities and deadlines.
Ability to work effectively both independently and within a team environment.
Strong proficiency with Microsoft Office, including Word and Excel.
Proven ability to maintain professionalism and composure when handling challenging customer situations.
Strong customer service mindset with a focus on finding fair and equitable solutions.
Preferred qualifications
Bachelor's Degree.
Five or more years of construction experience, particularly related to exterior building envelope systems.
Background in building products, construction materials, or roofing.
Salesforce experience.
Working knowledge of roofing products, installation practices, warranty programs, and related industry processes.
What makes you successful?
You remain calm and professional during difficult conversations.
You can evaluate situations objectively and make sound decisions.
You communicate clearly with customers, contractors, attorneys, sales teams, and internal stakeholders.
You have strong attention to detail and follow through on commitments.
You focus on resolving issues, not winning arguments.
You represent the company positively while maintaining fairness and consistency in every interaction.
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, 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.
Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state's Pay Transparency laws to the SGNA HR Compliance team at SGNA_HR_Compliance@saint-gobain.com .
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 $56,000 to $84,000 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 7 % of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $59,900 to $89,800 . Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.
Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.
Health and Well-being - Supporting your wellbeing, to thrive in life and work.
Medical, Prescription Drug, Vision, and Dental Insurance
Healthcare Saving Account and Flexible Spending Account options
LiveWell Wellness Program
Employee Assistance Program (EAP)
Paid Time Off and Paid Parental Leave-
Retirement and Protection - Helping to make the future life you want a reality.
401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan
Company-provided Life Insurance, AD&D, Short-Term Disability
Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and
Accident Insurance
Additional Benefits - Helping shape the experience and impact you want
Commuter Benefits
Group Legal
Identity Theft Protection
Auto and Home Insurance
Pet Insurance and Discounts
Back-up Child and Elder Care
PerkSpot Employee Discount Program
Volunteer Day