Warranty Services Representative; Call Center, Construction; 1st Shift- Malvern, PA

**WHY DO WE NEED YOU?** 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. **IS THIS JOB FOR YOU?** 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 sensitiv