Customer Response Lead, Sterling Homes Calgary

4 weeks ago

Calgary, Canada Sterling Homes Calgary Full time

**Title**: Customer Response Lead

**Location**: 37 Quarry Park Blvd SE, Calgary

At Sterling Homes, 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.

**Job Overview**

Reporting to the Warranty Supervisor, as the **Customer Response Lead**you are responsible to manage incoming communications and provide immediate response to inquiries, files and work orders. You direct further action to other Warranty Team members and oversee the completion of warranty documentation.

Your day-to-day responsibilities will include:

- Reviewing and responding too incoming customer inquiries over multiple platforms and directing further action to other team members for execution.
- Generating and monitoring service requests.
- Validating and determining warrantable requests to coordinate repairs, following up on work orders, warranty expiry and schedule routine warranty intervals.
- Responding to inquiries or concerns from homeowners or other departments in a professional and efficient manner.
- Issuing routine or urgent work orders.
- Overseeing completion of routine, non IT related administration tasks, administration clerk duties and paper flow to ensure warranty tasks are advanced.
- 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 5 years of experience in a customer focused role in Residential Construction industry.
- Satisfactory verification of criminal record check.
- Comfortable using office equipment and Microsoft Office Programs (Outlook, Word, Excel, SharePoint, Teams and PowerPoint).

**Preferred Qualifications**
- Previous supervisory experience is a strong asset.

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

**Working Conditions**

You primarily work in an office setting during regular business hours. Overtime may occasionally be required.

**About Us**

Sterling Homes, a single-family business unit of Qualico, has been building homes in Western Canada for over 60 years and providing outstanding service to homebuyers in many of Western Canada’s finest communities. We are committed to providing the best new home experience possible by providing an unwavering commitment to quality of design, construction, and customer service. Sterling Homes operates in Edmonton, Calgary and Winnipeg. To learn more, click here.

**Cl**osing Date**: January 6, 2025

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