Homeowner Experience Specialist

2 weeks ago

Edmonton, Canada Qualico Developments Canada Ltd. Full time

**Title**:Homeowner Experience Specialist (Walkthrough Coordinator)

**Location**:Edmonton Regional Office, 3203 93rd Street NW with travel to surrounding areas

**We are hiring for both part-time (15 hours per week) or full-time employees.**

At serviceQ, our people make the difference. We offer an exciting place to build your career with competitive compensation and benefit packages, company matching RRSP/DPSP program, employee home purchase program and employee discounts.
Qualico provides group insurance benefits to all employees with normal work schedule of at least 20 hours per week.

**Job Overview**

Reporting to the Manager, Experience, serviceQ, as the **Homeowner Experience Specialist (Walkthrough Coordinator)** you will oversee the homeowner experience and maintain positive relationships with clients. You also act as the main point of contact for homeowners post-occupancy and address their concerns in a professional and timely manner.

Your day-to-day responsibilities will include:

- Providing excellent customer service to effectively resolve homeowner experience issues. Managing Customer Satisfaction Survey Score to ensure defined serviceQ goals are achieved.
- Conducting orientations and completing warranty close-out inspections to prepare deficiency lists. Acquiring and distributing warranty certificates to applicable business units.
- Reviewing job files and confirming with homeowners on completion of addendum or upgrades, and documenting homeowner interaction accordingly.
- Completing homeowner check-ins, and acting as a liaison between homeowners and related parties to clarify and coordinate service requests.
- Assisting in the development of homeowner experience processes and collateral. Facilitating homeowner education to promote proper maintenance of home systems.
- Updating homeowner manuals and online portal, and ensuring homeowners comprehend warranty guidelines, company policies and procedures.
- Promoting a safe work environment and adhering to Qualico’s Safety Program and relevant safety regulations.
- Providing supports to other projects or duties as assigned.
- A strong communicator; you clearly express your thoughts in conversation and in written communication.
- An active listener; you seek to understand and listen to others in a non-judgmental way.
- Mindful; you respect diversity and deal with sensitive situations using high degree of integrity.
- Excellent service oriented; you handle relations with customers, internal and external parties with tact and diplomacy.
- A creative problem solver; you think outside the box for solutions without fear of failure.

**Essential Requirements**
- High School Diploma, or equivalent.
- Minimum 3 years of experience related to new home sales, hospitality concierge, construction warranty or home inspections.
- Valid driver’s licence and access to reliable vehicle.
- Satisfactory verification of criminal record check.
- Proficient in Microsoft Office Programs (Outlook, Word, Excel, PowerPoint, SharePoint and Teams) and construction management software (NewStar, On-Location Warranty, BuildPro or similar).

**Preferred Qualifications**
- Certificate/Completion of Dale Carnegie Customer Service Training and Insights Discovery training.

**What We Value**
- Creating trusting and successful working relationships.
- Setting clear, measurable and achievable goals.
- Cooperating with team members in an open, positive and respectful manner.
- Staying current with technical job skills.
- Consistently meeting customer expectations.
- Taking responsibility for the outcomes of decisions and actions.

**Work Conditions**

You primarily work on site in completed homes doing walkthroughs with new homebuyers. Travel to regional offices and overtime may occasionally be required.

**About Us**

Qualico is a fully integrated real estate development company with offices in Winnipeg, Calgary, Edmonton, Vancouver, Regina, Saskatoon, Austin and Dallas-Fort Worth, Texas.

Since its inception in 1951, the company’s activities span the entire real estate spectrum and include residential land acquisition and development, single-family and multi-family home divisions, commercial and industrial development, property management, concrete ready mix, building supply and manufacturing divisions. To learn more, click here.

serviceQ is a new concept in post-occupancy service that helps protect your most important investment, your new home. serviceQ is dedicated to delivering on that commitment and are devoted to a distinctly exceptional service experience.

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