Warranty Coordinator

**Position Overview**

The Warranty Coordinator stands at the intersection of construction excellence and an unparalleled customer experience. This role blends a range of technical and service-oriented skills with problem-solving expertise. The Warranty Coordinator serves as an integral member of our team, responsible for orchestrating all aspects of the warranty service experience for new homeowners. This role emphasizes direct customer interaction, comprehensive oversight of warranty processes, and hands-on coordination of service work orders. The coordinator will ensure homeowners are well-informed and satisfied with the warranty coverage and maintenance procedures of their new homes.

**Reporting Relationships**

This role reports directly to the Senior Manager, Quality Assurance & Warranty Services. This role will be working closely with trades, site construction teams, customers, Service Technicians and our PDO representative.

**Location**

This position is at an on-site location based out of our Anchor Woods at Holland Landing location (East Gwillimbury area).

**Key Accountabilities**
- Coordinate and respond to incoming communications with customers, providing informative and responsive verbal and written service.
- Advocate for customer concerns by tracking, documenting, and escalating issues as necessary.
- Screen and route calls and customer issues, assessing the scope of each concern for appropriate handling.
- Coordinate work orders with trades, service technicians, and internal departments to ensure quality and timely resolution of warranty issues.
- Ensure clear communication and efficient resolution of service requests (following up on homeowner requests).
- Utilize in-depth knowledge of the Tarion Warranty program to manage homeowner warranty lists and navigate repair periods, as well as the conciliation process.
- Facilitate the coordination of multiple site locations, ensuring consistent and quality service across various projects.
- Coordinate the daily operational tasks of a site office, demonstrating both autonomy and the ability to work within given resources and directives.
- Participate in addressing all legal correspondence related to Warranty.
- Process acceleration and extension requests in line with warranty procedures.
- Coordinate the issuance of formal purchaser notifications, as needed.
- Provide outgoing warranty recall communications.
- When needed, conduct New Home Orientations, informing customers about all aspects of their new home, including financial, warranty, maintenance, and legal matters.
- Contribute to special projects, such as homeowner education seminars and departmental meetings.

**Skills and Experience**
- At least 3-5 years of experience in a similar role within the construction or development industry, with a significant focus on warranty coordination with knowledge of the Tarion Warranty program.
- Strong knowledge of the construction process, particularly residential construction, is highly advantageous.
- Post-secondary education in a relevant field is preferred, though equivalent industry experience will be considered.
- Demonstrated ability to manage multiple work orders and coordinate across various sites.
- Exceptional customer service skills, with an aptitude for proactive problem-solving and resolution.
- Excellent organizational and administrative abilities, combined with a keen attention to quality management.

**Key Competencies**
- **_ Collaborative Teamwork: _**Collaborates effectively with others, fostering positive co-operation between internal teams to achieve best outcomes for Andrin homeowners
- **_ Customer-Centric:_** Naturally places the customer at the heart of every action and decision while balancing the company’s interests, striving always for a positive homeowner experience.
- **_ Continuous Improvement and Adaptability: _**Always looking for ways to enhance processes, services, and team performance. Ability to adjust to changing circumstances and evolving priorities while managing multiple demands without compromising on quality or customer experience.
- **_ Proactive_**: Thinks ahead to anticipate what is needed or to prevent issues that could impact the customer experience, team success and costs to the business
- ** Strong Communicator**:Articulates complex information in a responsive, easy to understand manner ensuring homeowners are updated on all aspects of their home experience. Possesses excellent active listening skills.
- **_ Problem Solving: _**Proactively identifies issues and efficiently finds solutions, ensuring that any post-occupancy requests are addressed promptly and effectively. Makes informed choices that benefit the homeowner, project and stakeholders.
- ** Resilience**: Bounces back from setbacks, failures, or difficult situations and maintains a positive attitude

**Compensation**

In exchange for your hard work and commitment you will earn an attractive compensation package including competitive base