Homeowner Experience Specialist, Serviceq

3 weeks ago

Edmonton, Canada Qualico Developments Canada Ltd Full time

**Title**:Homeowner Experience Specialist

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

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.

**Job Overview**

Reporting to the Vice-President, serviceQ, as the **Homeowner Experience Specialist** you will oversee the homeowner experience and maintain positive relationships with clients. You also act as the main point of contact for homeowner 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.
- Certificate/Completion of Dale Carnegie Customer Service Training and Insights Discovery training.
- Minimum 5 years of New Home sales, Hospitality Concierge, construction or warranty experience.
- 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, BuilderGO, etc.).

**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 with potential for exposure to noise from equipment/machinery and occupational hazards, inclement weather and dust. 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.

**Closing Date**: September 8, 2023

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