Customer Care Technician

**OUR ORGANIZATION**

**Homes that speak for themselves.**

**~ Superior Craftsmanship | Timeless Designs | Lasting Relationships | 78 Design Studio ~**

**We are a company built on a foundation of quality and trust. Founded over 45 years ago by the Ferraro family, our commitment to craft, quality and building lasting relationships continues to be at the forefront of what we do. We lead every day with a passion for crafting beautiful and unforgettable family homes and are proud to be a generational homebuilder. Our homeowners are what drive our business and providing an exceptional experience is our duty to them. Whether it’s our staff, partners, trades, or customers, we align ourselves with those who share a common goal - to always do the right thing.**

**CUSTOMER CARE TECHNICIAN**

**As a**_Customer Care Technician_** with Calbridge, you will play a pivotal role in responding to post-possession Homeowner warranty concerns and are**responsible for providing superior customer service to our homeowners.**

**The Customer Care Technician (CCT) is the main point of contact for Alberta New Home Warranty (ANHW) claims, and visits customer homes at 90 days and one year after possession to visually inspect warranty claims, perform necessary repairs and adjustments, and ensure customer satisfaction. The CCT also completes work orders for suppliers and trades, following each request through to completion according to company standards.**

**Key Responsibilities**

**Inspections and Walk-throughs**:

- Attend pre-possession quality assurance inspections and possession day walk-throughs with homeowners and the Site Superintendent to document all deficiencies and required actions for resolution.
- Complete 90-day and 1-year warranty inspections on each home, ensuring homeowner satisfaction with warranty resolution.

**Repairs and Adjustments**:

- Address and complete minor warranty repairs and adjustments as needed to ensure timely resolution of homeowner concerns.
- Schedule Trade Day, respond to service requests, and schedule appointments with homeowners and trades to coordinate necessary warranty services.
- Follow up as necessary to ensure homeowner satisfaction is achieved.

**Coordination and Mediation**:

- Mediate resolutions between parties, including homeowners, subcontractors, and other trades, in coordination with the Site Superintendent as required.
- Liaise with the department Administrator(s) to ensure scheduling, work orders, and other documentation are maintained accurately and efficiently.

**Documentation and Communication**:

- Ensure all reports and communication between homeowners and Calbridge are consistent with department standards and ANHW guidelines.
- Maintain clear and consistent communication with all stakeholders to ensure seamless warranty service experience.

**General Duties**:

- Perform other associated and miscellaneous duties as required to support the Customer Care and Construction departments and enhance overall customer experience.

**Qualifications & Skills include**:

- 5 years of industry/related and home repair experience.
- A strong understanding of the Alberta New Home Warranty Program and home building processes.
- Excellent organizational skills, a detail-oriented focus, an ability to respond to changing priorities, and a demonstrated passion for _exceptional_ customer service.
- Excellent verbal communication skills, with an ability to listen and respond to issues in a respectful manner; combined with problem solving and conflict resolution skills.
- An ability to handle multiple tasks efficiently, in a fast-paced environment with diverse client groups, to achieve high levels of customer satisfaction.
- Proficient computer skills in MS Office, and related industry software.
- A valid driver’s license, required for daily travel; and,
- Manual dexterity and the ability to lift at least 50 lbs.
- Must work well within a highly functioning team, and have an ability to work independently, with sound judgment and decision-making abilities.

**At Calbridge, we’re excited to meet talented individuals who are motivated to advance their careers and help drive Calbridge forward.**

**As a valued team member, you'll enjoy**:
**Competitive Compensation**:
We believe in rewarding talent and dedication with competitive compensation packages.

**Comprehensive Benefits**:
Your well-being is important to us. That's why Calbridge offers employer-covered benefits to ensure you, and your family are taken care of.

**Health Spending Accounts**:
We understand the importance of health and wellness. With our health spending accounts, you have the flexibility to invest in your well-being.

**Training Opportunities**:
Learning is key to personal and professional growth. We provide training opportunities to help you expand your skills and expertise.

**Flexibility**:
Calbridge recognizes the importance of work-life balance and understands that everyone has commitments and the unexpected to