Owner Services Specialist

Johns Manville•Denver, CO

1d•Hybrid

About The Position

As the Owner Services Specialist you will be the designated point of contact for a set list of Preferred Accounts, as well as regional owner accounts. This position will manage all services and accounts from the point of sale of the guarantee throughout the lifecycle of the guarantee. Key activities include proactively building relationships, developing and coordinating customer-specific strategies with the JM sales and field technical teams, guarantee ownership transfers, roof alterations and additions, managing claims requests and overall roof quality and integrity, guarantee extensions, ensuring customer data accuracy, and overall customer experience. The right candidate will be involved in negotiation and conflict management with a focus on risk mitigation while maintaining and growing business relationships. If you are self-motivated, customer-focused, solution-oriented, flexible, creative, a team player, and have a background in roofing, this role offers all that and more.

Requirements

Bachelor's degree and 5 years of relevant experience in a customer centric position or 8 years of equivalent experience in lieu of a degree.
2 years of experience in delivering excellent customer service in a B2B environment.
Demonstrated ability to learn and adapt quickly, with a curious mindset, strong communication skills, and a proactive approach to problem-solving and collaboration.
Proven ability to oversee claims or equivalent processes that require timely resolution, effective coordination between internal and external stakeholders, and proactive management of legal and compliance risks.
Familiarity with tools like Salesforce or similar CRM platforms for account management.

Nice To Haves

Background in roofing or construction-related fields is highly preferred.

Responsibilities

Be the expert for our Preferred Accounts, by developing and maintaining a positive relationship by responding to requests promptly, providing regular status updates, follow-through and swift resolution to our large national accounts.
Build and maintain working relationships with contractors, field technical representatives and technical managers to ensure a high level of service, quality of workmanship and trust.
Take the lead in coordinating and resolving complex claims while maintaining customer satisfaction and minimizing JM legal risk.
Deliver excellent customer service to JM roof guarantee owners by processing and managing claims to ensure customer satisfaction.
Communicate with contractors to coordinate leak repair scheduling, quality repairs, and processing payment.
Assist with the delivery of roof assessments to building owners utilizing field reports and the SalesForce database.
Ability to update, maintain, and analyze owner account database.
May be required to perform other related duties as assigned.

Benefits

Johns Manville (JM) offers a wide range of benefits to employees. Some are subsidized by the company and others are fully employee-paid.
Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, wellness program and critical illness insurance.
JM sponsors a 401(k) plan which includes a sizeable company match.
JM offers paid vacation and also provides paid sick and parental leave for eligible employees.
Additionally, Johns Manville provides basic life Insurance, short-term and long-term disability coverage, an employee assistance program, and business travel accident coverage.
Supplemental life insurance and accidental death and dismemberment insurance are available as well.
The company also offers a variety of tax saving accounts; health spending account, traditional flexible spending account, and a dependent care spending account.
JM also offers a tuition reimbursement program for undergraduate and certain graduate programs.
Johns Manville supports employee growth with vast educational opportunities and a company-wide mentoring program. This program pairs employees and leaders to grow skills, build stronger internal networks and strengthen the company’s succession planning process.
Johns Manville also offers soft and hard skills training facilitated by internal and external presenters.
Our talent management team prioritizes the holistic growth of our workforce.