Homeowner Care Advisor

Ensure delivery of superior homeowner care service within 5 categories: customer inquiries, warranty program coordination, landscaping and grading, administration as well as team work and customer service.
- Customer Inquiries
- Build rapport with clients, establish trust through fair dealing and ethical conduct.
- Practice active listening when speaking with homeowners regarding their concerns (ask question, paraphrase, reflect feelings, empathize response, reframe, summarize).
- Address all requests and concerns from customers. Address emergency situations with clients quickly and effectively.
- Send various letters and reminders to homeowners at appropriate times, including warranty wrap-up letters.
- Warranty Program Coordination
- Create homeowner warranty files, input warranty items into the computer, develop and maintain reports summarizing warranty items, issue and distribute approved work orders, monitor completed work orders, initiate follow-up calls to homeowners and trades, and close homeowner warranty files when complete.
- Ensure overdue service report is distributed to trades personnel for updating.
- Assist with warranty-related approvals and create trade back-charges.
- Scheduling appointments as required: first and year end walkthroughs as well as trade days and service appointments.
- Manage homeowner care activities throughout the lifecycle, including reviews, trade days, work order completion and explanation of homeowner maintenance.
- Ensure timely closure of service files at the end of the first year builder warranty.
- Contact customers to ensure repairs are completed or update on outstanding work orders that are over 20 days.
- Completion of homeowner care seasonal items - continual communication with trades and homeowners.
- Landscaping and Grading
- Monitor the grading and landscaping process to completion.
- Monitor the architectural approval process
- communicating inspection results to clients and following up with developers.
- Build rapport with trades and suppliers, establish trust through fair dealing and ethical conduct.
- Update folder with completed grading certificates, sending a copy to the homeowner for their records.
- Submitting and tracking grading approvals and certificates to architectural agents’ websites, following up to get architectural approvals and rectifying architectural deficiencies.
- Assign landscaping deposit refunds to homeowners and submit requests to accounts payable.
- Administration
- Education - continually learning to improve performance.
- Reporting as required.
- Assist Service Technicians (phone calls, research files, etc.).
- Manage the homeowner care technician’s schedules, prepare paperwork for technician’s appointments and process paperwork after appointments.
- Responds to job related commitments by meeting deadlines and following organizational standards.
- Document all warranty department processes and procedures, ensuring this documentation is accurate and updated regularly.
- Bring recurring problems to the attention of the Homeowner Care manager.
- Complete additional duties assigned.
- Team Work and Customer Service Skills
- Attempts to resolve issues that fall within their scope and accountability.
- Asks questions and does research to learn more about the issue.
- Always displays professionalism, respect and dignity in daily interactions.
- Recognizes potential problems and works to resolve issues before they progress.
- Shares knowledge and experience with team members and solicits input and feedback from others.
- Seeks improvements and clarity on standard responses and procedures.
- Attend and participate in on-site demonstrations and information sessions to educate self in respect to new products installed/used in new homes.

**Requirements**:

- Experience in the residential construction industry an asset.
- Well organized with the ability to prioritize work and meet deadlines.
- Demonstrated interpersonal/customer service skills in dealing effectively with the public/homeowners including ability to deal professionally and effectively with irate/upset homeowners.
- Two years office administration experience.
- Ability to learn and retain a high amount of detailed product knowledge.
- Strong knowledge of Microsoft Office products, including Excel, Word. NewStar experience is an asset.
- Excellent analytical and problem-solving skills.
- Strong written and verbal skills to communicate with customers as well as all levels of the organization.
- Strong customer service orientation.

Pay: $15.00-$37.98 per hour

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 2024-04-29