Customer Care

**Summary**

The Customer Care & Warranty Coordinator is responsible for creating a raving fan base of customers internally and externally by ensuring proactive, prompt, accurate and complete resolutions to customer inquiries and concerns; furthermore, is responsible for the daily operations of the Warranty Service Department to ensure that homeowner service requests are fulfilled within the Tarion Warranty guidelines.

**Core Competencies**
- Customer Focus
- Intelligent Communication
- Engaging and Energetic
- High Stress Threshold
- Teamwork
- Quality Orientation
- Time Management
- Adaptability / Flexibility
- Creative and Innovative Thinking
- Decision Making and Judgement
- Planning and Organizing
- Problem Solving
- Result Focus
- Accountability and Dependability
- Ethics and Integrity
- Mediating and Negotiating
- Providing Consultation
- Leadership
- Coaching and Mentoring
- Staff/Resource Management
- Enforcing Laws, Rules, and Regulations
- Development and Continual Learning

**Major Responsibilities**

Customer Care
- Provide exceptional daily instructions to a team of New Home Technicians/Coordinators through daily proactive communication and follow up always leading by example.
- Accountable for department planning of resources, project timelines and execution of tasks.
- Manage and execute the Homeowner Journey process and communication touch points up to and including Closing along with ownership of all documents such as the Homeowner Manual and gifts.
- Manage and execute the customer care pre closing workflow and documentation.
- Manage and maintain all corporate Customer Care and Warranty files and documentation, ensuring corporate standards are met.
- Manage and execute all Customer Care after close notifications as required, including seasonal notifications.
- Works continually towards self-development to stay current on Customer Care practices (Tarion) and the construction Industry standard.
- Manage and execute weekly Closing Schedule updates and distribution.

Warranty
- Accountable for enforcing Customer Care standards in relation to processes for consistency, including procedures for processing routine, emergency, and out-of-warranty items.
- Control resources and utilize assets to achieve qualitative and quantitative goals are achieved.
- Accountable for efficiently completing all warranty documentation, ensuring all information is accurately tracked in corporate software & filing systems, including Tarion BuilderLink
- Responsible to schedule, coordinate and lead re-occurring Customer Care meetings with internal team members.
- Responding to the needs of the purchasers throughout the different phases of their new home Tarion Warranty Program while assessing warrantability using CPG guidelines.
- Accountable for the facilitation and overseeing the successful completion of all warrantable service work.
- Accountable for identifying route cause of defects with Service & Warranty Technicians, and the execution of Back Charges when/where required for trade partners.
- Provide exceptional customer service through daily follow up with homeowners after service appointments have been completed.
- Monitor reporting system, measure the number, type, and completion status of PDI and warranty items. Identify recurring items, investigate, and eliminate or reduce where possible
- Accountable for the tracking and document management of all open and closed warrantable service work.
- Demonstrate exceptional positive leadership skills as the main liaison between Dunsire, Homeowner and Tarion when required including mediations, arbitrations, conciliations, claims, or others.
- Review repairs completed by Warranty Service Technicians for quality of work and completion as per schedule and provide on-going support and guidance, including in home inspections when required.
- Ensure trades are scheduled appropriately and expedite work in order to adhere to Warranty Service timelines and guidelines.
- Accountable for reviewing all trade quotations, and creation of cost estimates to validate and confirm quotations and scopes of work are reasonably priced when not covered under warranty.
- Accountable for managing and executing coverage for the Emergency support line for clients, including scheduling monthly schedule for staffing on support line for after hours and weekends ensuring staffing is scheduled and provided at all times.
- Manage emergency service requests after closing, including emergency support for the Model Homes and Sales Offices.
- Where appropriate, suggest & implement procedures and processes that will better the company and department in achieving a raving fan base.
- Accountable for the creation and review of monthly Warranty Reporting structure to senior management, providing clear data speaking into determined key metrics.
- Other duties as necessary from time to time for the company to meet its corporate targets and milestones.

**Job Requirements**
- University or college graduate