| Key Responsibilities: | - Actively participates in all aspects of warranty services and assists Warranty Services Coordinator with inspections, conciliations, data-entry, deficiency list generation/maintenance, walkthroughs, QAs, trade-lists and all in-suite warranty service obligations mandated by Tarion through the new home warranty program.
- Utilizes deficiency management software to track all stages of in-suite warranty program including Pre-PDI, PDI, 30 Day, mid-year submission, Year-End, 2nd Year and QA Inspections.
- Conducts Pre-PDI, PDI, 30-Day, mid-year, Year-End Inspections with Homeowners when required.
- Assists WSC to ensure all work to be completed in accordance with Tarion timelines, repair periods and guidelines. Review work orders completed by CM team/trades/Handyman and follow-up with Homeowners to ensure completion/quality of repairs.
- Meets Homeowners in-office/in-suite to discuss warrantable/non-warrantable deficiencies, explain strategy for repairs and/or provide thorough explanation for deficiency items that do not qualify under Tarion/CPG guidelines.
- Issues Tarion CCP forms, PDI and deficiency reports.
- Consistently refers to Tarion Builder Portal to download updated information for Homeowner submissions and check for potential conciliations throughout duration of warranty period.
- Assists Warranty Team with incoming service requests (Tarion related and otherwise), schedules approved deficiency work with CM team, creates 24 hour permission to enter notices for posting, updates completed tasks on construction/deficiency management software (Tribe Home or equivalent).
- Liaises with Homeowners/Agents and Warranty Team to ensure process of deficiency management is pleasant, positive, and efficient.
- Participates in Homeowner events and customer experience “good will gestures”; assists team with key release process and Homeowner packages etc.
- Attends virtual/in-person Tarion Builder Webinars & updates when needed.
- Manages key relationships –purchasers, construction management, trades, property management, agents, tenants, cleaning staff etc.
- Supports the business strategy to ensure growth, performance and risk management as required by the business.
- Keeps customer experience team up to date with all at-risk files, potential conciliations/LAT, challenging Clients, long lead-time /high-value repairs etc.
- Provide elevated, exceptional customer service to our Homeowners and work collaboratively and conscientiously with colleagues to maintain harmony and success.
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| Required Skills: | | - Highly developed interpersonal skills with the ability to interact and communicate effectively with customers, the public, colleagues, and staff.
- Ability to multitask in a high-paced environment while providing exceptional customer service and hospitality with integrity, empathy, patience and positive, professional demeanor.
- Experience in pre-construction condo delivery, Tarion warranty program and processes (PDI, 30 Day, 1 Year)
- Financial literacy and familiarity documenting expenses/compiling expense reports.
- Collaborate to work in unison with colleagues and desire to inspire others.
- Proficient in Microsoft Office, Adobe and willing to train on Tribe Home Deficiency Management software.
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