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Warranty Services Representative

3 months ago

Greater Toronto Area, Canada Tarion Full time
About the Role

The Warranty Services Representative provides technical and warranty advice to vendors, builders, home buyers and owners, consultants and lawyers. This position conducts early intervention, investigative, emergency inspections, meetings and conciliations with vendors and owners to assess complaints in compliance with the Ontario New Home Warranties Plan Act and Tarion's Construction Performance Guidelines.

Key Responsibilities
  • Work collaboratively and creatively with parties to promote early resolution of warranty claims, in accordance with Tarion's procedures and policies
  • Understand the relevant technical standards that provide the basis for identifying warranty issues, and offers suggestions for possible resolution, in keeping with the merits of the warranty claim and the interests of the parties
  • Maintain impartiality and open-mindedness while facilitating negotiation and resolution between the parties to a warranty claim by providing direction and encouraging parties to find a compromise or a mutually satisfying solution
  • Provide technical and warranty advice to vendors, builders, consultants and homeowners regarding warranty related issues
  • Conduct inspections and meetings with external clients and make rulings and decisions on freehold and condominium unit issues on behalf of Tarion
  • Issue Work/Settlement Schedules, set and adjust financial reserves as required
  • Authorize contractor services and monitor contractor progress
  • Represent Tarion as a witness at the License Appeal Tribunal and the Builder Arbitration Forum
  • Provide fair, timely, quality and consistent service to home buyers, owners, vendor/builders and their agents and other stakeholders and clients
  • Represent Tarion at Builder Associations and public outreach activities
Requirements
  • 3 - 5 years' construction related experience – preferably in freehold residential construction methods
  • Minimum community college graduate, in building science or construction related diploma
  • Training and experience in a neutral dispute resolution role, such as a mediator, conciliator, claim adjudicator; or experience and skills related to fairly managing complaint processes that involve hearing from participants, analyzing information, encouraging resolution and making recommendations or writing decisions
  • Superior communication (verbal and written), observation, negotiation, problem solving, analytical and conflict resolution skills
  • Direct or related experience and skills related to creative interest-based approaches to mediating or resolving disputes in different settings such as in-person, telephone, video conference or online
  • Ability to maintain confidences, exercise sound judgment and discretion and work collaboratively with others
  • Capacity to work in an empathetic and accessible manner, using effective communications to manage confrontational or stressful situations with diverse users
  • Excellent negotiating, time management and interpersonal skills
  • Comprehensive knowledge of the Ontario Building Code and construction practices in Ontario
  • Ability to work independently and as a part of a team within a dynamic environment
  • Above average keyboarding and computer skills in Microsoft Office and Internet environments
  • An out-going self-starter with the ability to make decisions based on practical building knowledge
  • Valid Class 'G' driver's license and reliable transportation is essential
  • Access to High Speed Internet connection in home office is essential
  • Ontario Building Code BCIN qualification in Legal (general) and Part 9 (home) would be considered an asset