Warranty Services Representative – Technical Desk

3 weeks ago

Toronto, Ontario, Canada Tarion Full time
About the Role

The Warranty Services Representative – Technical Desk will provide exceptional customer service by addressing technical inquiries related to warranty issues from builders, homeowners, and other stakeholders. This role requires comprehensive knowledge of the Ontario Building Code (OBC) and construction practices in Ontario, with the incumbent being OBC qualified.

Responsibilities include:

  • Responding to live customer calls and emails regarding technical inquiries related to warranty issues.
  • Providing technical support and guidance to customers, ensuring that their concerns are addressed promptly and effectively.
  • Documenting all interactions in accordance with Tarion's Communication and Storage Module.
  • Adhering to policies, processes, and procedures in responding to customer inquiries.
  • Contributing to the improvement of the Issues-Management process by advising Managers and Issues-Management of potential and escalating issues.
  • Staying up-to-date with knowledge of the Ontario New Home Warranties Plan Act and Regulations, Ontario Building Code, Construction Performance Guidelines, and construction practices in Ontario.

A great candidate for this position will have:

  • 3-5 years of construction-related experience, preferably in freehold residential construction methods.
  • Detailed knowledge of the Ontario New Home Warranties Plan Act, Regulations, Builder Bulletins, Construction Performance Guidelines, Ontario Building Code, and Tarion's claim process and procedures.
  • Ontario Building Code BCIN qualification in Legal (general) and Part 9 (home) required.
  • Superior communication, problem-solving, analytical, and conflict resolution skills.
  • Capacity to work in an empathetic and accessible manner, using effective communication to manage and/or diffuse stressful situations with diverse users.
  • Minimum community college graduate, in building science or construction-related diploma.
  • Excellent customer service and interpersonal skills.
  • Ability to work independently and as part of a team within a dynamic environment.
  • Above-average keyboarding and computer skills in Microsoft Office and Internet environments.
  • An outgoing self-starter with the ability to make decisions based on practical building knowledge.
  • Access to a high-speed internet connection in a home office is essential.
About Tarion

Tarion is a not-for-profit organization that provides warranty protection to new home buyers and owners in Ontario. We strive to provide a welcoming work environment and offer competitive compensation, opportunities for learning and development, an employee discount program, access to wellness programs, and a variety of Employee Assistance Program tools and online resources to support well-being.

We believe that a strong commitment to diversity and inclusion allows employees to perform at their best and underpins a culture in which everyone feels they have an equal opportunity to belong and build a career. Tarion is committed to developing and maintaining work environments and practices that ensure equality of opportunity in recruitment, selection, and promotion, and to removing systemic barriers so that employees have every opportunity to feel included in the workplace.

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