Client Care Technician

2 weeks ago

Burnaby, Canada ETRO Construction Full time

**Job description**:
**THE ROLE**

Reporting to the Quality + Client Care Lead, you will be an integral part of the response to maintaining quality on all our construction sites. With your eye for detail, our teams look to you to repair deficiencies to the highest standards and relay information back to clients to maintain a positive relationship. You’ll be actively involved in problem-solving sessions to generate the best solutions for repairs, and you’ll have the ability to put your ideas and carpentry skills to work. The volume of work will fluctuate based on the number of deficiencies and active projects, offering a dynamic and engaging work environment.

OUR COMMITMENT TO YOU

At ETRO, our number one priority is our people. This means creating an environment and culture where our team members can thrive. Here’s a brief glimpse of what we offer to ensure that every ETRO team member is taken care of:

- Programs and opportunities to continuously improve and develop skills, both personally and professionally, through an internal mentorship program and paid training.
- Recognition programs to celebrate and congratulate excellence in the workplace.
- A comprehensive Benefits Program.
- A focus on health and wellness, including $500 a year towards fitness/movement related classes, passes, and memberships.
- RRSP Matching Plan.
- Support for team members growing their families with a generous Parental Leave Policy.
- A team committed to community stewardship, with frequent opportunities to give back through our ETRO Gives Program. This allows employees to automatically deduct a charitable donation of their desired amount from their paycheque towards chosen charities, which is then matched by ETRO.
- Two paid volunteer days per year.
- The option to enjoy Flex Friday’s during the summer season.
- The opportunity to join and take part in our Social, Sustainability, Lean, and Health & Wellness committees.

Here’s what you’ll get up to as the Client Care Technician:
**Customer Care**
- Responding to warranty service calls scheduled by the Quality + Client Care Lead
- Repair deficient items to a professional standard, to the satisfaction of ETRO’s quality expectations, and the client
- Professional written and verbal communication with client and administrator
- Sound knowledge of construction assemblies and finishes to troubleshoot problems accurately
- Understanding of subcontractor and manufacturer’s warranties, and the ability to explain them to clients
- Prioritizing various tasks while maintaining a positive relationship with clients
- Maintain stock of regularly used tools and materials to allow for quick warranty call responses
- Schedule workday realistically to meet service call appointment windows
- Tracking hours and coding time appropriately to job-specific warranty cost codes
- Actively participate in problem-solving sessions to find efficient and economical solutions
- Submit an online report upon completion of each repair that includes information to help prevent repeated issues of the same nature

Project Sites
- Perform carpentry and general site duties as required
- Work on various job sites as needed when warranty repairs are not required
- Cover team member vacations
- Willingness and ability to move between sites and work with several ETRO team members

**WHO YOU ARE**

If we were to ask, people would describe you as:

- A self-starter able to prioritize effectively; works well either independently or in a group.
- A person of integrity, accountability, teamwork, innovation who’s committed to growth.
- Motivated to find a solution when confronted by a problem - no matter the size.
- One who seeks ways to do things better; eagerly activates and embraces change.
- Curious, collaborative, passionate and extremely detail oriented (it’s a passion thing).
- A thought leader who thinks ahead of the curve and spots trends.
- A steward of your community; committed to giving back and serving others.
- Able to work in a fast-paced environment; effectively manages workload to meet deadlines while remaining results oriented and delivering high quality work.

**SKILLS / EXPERIENCE**

On top of your passion to work in a growing business full of professionals in the trade, here’s what we’re looking for:

- Ability to correct deficiencies - finish carpentry, hardware, drywall repairs, paint touch-ups, tile/flooring work
- Familiarity with MEP systems and confidence in troubleshooting system errors and problems
- Strong communication skills, both written and verbal, required
- Ability to communicate technical information clearly and effectively to clients and coworkers

**A PARTING NOTE**

We so look forward to hearing from you.

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