Customer Care Technician

Location

Calgary - 4906 Richard Road SW

Business

At Brookfield Residential, a leading North American land developer and homebuilder for over 65 years, we have had one goal in mind - creating the best places to call home. From the development of award-winning, master-planned communities to the creation of well-designed homes, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community.

As part of Brookfield — one of the largest alternative asset managers in the world — we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound Sustainability practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures — we are reimagining real estate from the ground up.

If you're ready to be a part of our team, we encourage you to apply.

Job Description

Overview:
The Customer Care Technician (Warranty), is a front line position responsible and accountable for conducting all regularly scheduled Customer Orientations (2, 12 and 18 month warranty reviews), as well as attending to any “call-in” customer service requests.

This role is responsible for personally inspecting and evaluating all homeowner warranty concerns, providing solutions to concerns, and for ensuring all post-occupancy related warranty concerns are completed in accordance with Brookfield Residential’s Service and Warranty Policies and Provincial New Home Warranty guidelines. The Customer Care Technician (Warranty) shares responsibility for managing after hour emergency service with their peers as per the “on-call” schedule rotation.

Key Deliverables:
- Manage communications with homeowners and trades in a professional, courteous and timely manner- Educate and answer all inquiries received from homeowners, regarding home maintenance and product performance. Liaison to homeowners and trade contractors- Clearly set homeowner expectations during the service journey through effective and efficient communication- Provide feedback and solutions on repetitive customer care concerns, recommend improvements to products / practices- Attend regular customer care departmental meetings- Review homes during the construction process to assess and provide solutions to mitigate potential risk of design, material and or workmanship to develop into systemic warranty items- Use advanced troubleshooting processes, diagnostic tools and expertise to identify and resolve complex issues within a home- Conduct thorough two, twelve and eighteen month home inspections with home owner or designate- Perform any additional required inspection with home owner or designate- Support Construction team with and attend Customer Orientations (Pre-occupancy) and Occupancy (possession) inspections as required- Use expert knowledge of New Home Warranty Workmanship and Materials Performance Guidelines to determine and action warrantable items- Ensure accurate reporting of key service metrics for area of responsibility is provided to the Supervisor- Communicate internally with Service Manager, Supervisors and Customer Care team on any pending customer escalations or unusual service situations- Coordinate walk through schedules with Coordinator and work order details- Collaboratively establish guidelines with Supervisor and Coordinator to manage work order volumes and meet strategic objectives for work order closing rates and timeframes- Manage, plan and execute complex repairs involving multiple scopes of work and verifying work by trades while ensuring a high quality of workmanship- Hold trades accountable for service performance in concert with Supervisor and Coordinator- Assess, report and mitigate field level safety hazards for both self and trades

What You Bring:
- 3 to 5 years Residential Construction or Renovation Experience- Progressive Customer Service Experience- Proficient computer skills- Excellent interpersonal and communication skills, both verbal and written

What We Offer:
- Competitive compensation- Excellent extended medical, dental and vision benefits beginning day 1- RRSP program, contributions begins day 1- Paid Volunteer Hours- Paid parental leave- Family planning assistance including IVF, surrogacy and adoptions options- Wellness and mental health resources- Pet insurance offering- A culture based on our values of Passion, Integrity and Community

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