Warranty Advisor

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Ensure delivery of superior homeowner care service within 5 categories: customer inquiries, warranty program coordination, landscaping and grading, administration as well as team work and customer service.

• Customer Inquiries
• Build rapport with clients, establish trust through fair dealing and ethical conduct.
• Practice active listening when speaking with homeowners regarding their concerns (ask question, paraphrase, reflect feelings, empathize response, reframe, summarize).
• Address all requests and concerns from customers. Address emergency situations with clients quickly and effectively.
• Respond to homeowners contacts: phone and email to ensure appropriate and timely responses.
• Send various letters and reminders to homeowners at appropriate times, including warranty wrap-up letters.
• Warranty Program Coordination
• Create homeowner warranty files, input warranty items into the computer, develop and maintain reports summarizing warranty items, issue and distribute approved work orders, monitor completed work orders, initiate follow-up calls to homeowners and trades, and close homeowner warranty files when complete.
• Ensure overdue service report is distributed to trades personnel for updating.
• Receive and coordinate all incoming emergency calls and emails from a homeowner and direct them to the appropriate trades.
• Assist with warranty-related approvals and create trade back-charges.
• Scheduling appointments as required: first and year end walkthroughs as well as trade days and service appointments.
• Research homeowner inquiries or concerns for validity including application of Construction Performance Guidelines and understanding possible repair options.
• Manage homeowner care activities throughout the lifecycle, including reviews, trade days, work order completion and explanation of homeowner maintenance.
• Ensure timely closure of service files at the end of the first year builder warranty.
• Contact customers to ensure repairs are completed or update on outstanding work orders that are over 20 days.
• Completion of homeowner care seasonal items – continual communication with trades and homeowners.
• Landscaping and Grading
• Monitor the grading and landscaping process to completion.
• Monitor the architectural approval process- communicating inspection results to clients and following up with developers.
• Build rapport with trades and suppliers, establish trust through fair dealing and ethical conduct.
• Update folder with completed grading certificates, sending a copy to the homeowner for their records.
• Submitting and tracking grading approvals and certificates to architectural agents’ websites, following up to get architectural approvals and rectifying architectural deficiencies.
• Follow up via phone and email to homeowner inquiries, providing information as requested.
• Assign landscaping deposit refunds to homeowners and submit requests to accounts payable.
• Administration
• Education – continually learning to improve performance.
• Reporting as required.
• Assist Service Technicians (phone calls, research files, etc.).
• Manage the homeowner care technician’s schedules, prepare paperwork for technician’s appointments and process paperwork after appointments.
• Responds to job related commitments by meeting deadlines and following organizational standards.
• Document all warranty department processes and procedures, ensuring this documentation is accurate and updated regularly.
• Bring recurring problems to the attention of the Homeowner Care manager.
• Complete additional duties assigned.
• Team Work and Customer Service Skills
• Attempts to resolve issues that fall within their scope and accountability.
• Asks questions and does research to learn more about the issue.
• Always displays professionalism, respect and dignity in daily interactions.
• Recognizes potential problems and works to resolve issues before they progress.
• Shares knowledge and experience with team members and solicits input and feedback from others.
• Seeks improvements and clarity on standard responses and procedures.
• Attend and participate in on-site demonstrations and information sessions to educate self in respect to new products installed/used in new homes.

Requirements

• Experience in the residential construction industry an asset.
• Well organized with the ability to prioritize work and meet deadlines.
• Demonstrated interpersonal/customer service skills in dealing effectively with the public/homeowners including ability to deal professionally and effectively with irate/upset homeowners.
• Two years office administration experience.
• Ability to learn and retain a high amount of detailed product knowledge.
• Strong knowledge of Microsoft Office products, including Excel, Word. NewStar experience is an asset.
• Excellent analytical and problem-solving skills.
• Strong written and verbal skills to communicate with customers as well as all levels of the organization.
• Strong customer service orientation.

Job Type: Full-time

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 2024-04-29