Warranty Services Representative

**Warranty Services Representative, **WSR012524**

**Department**:Warranty Services

**Type of Position**: Full Time, Permanent

**Location**: Home Office, Greater Toronto Area

**Reporting to**: Manager, Warranty Services

**Work Model**: Remote

**About Tarion**

Since 1976, Tarion has provided new home warranty protection to more than 2 million Ontario homes. We serve new home buyers and new homeowners by ensuring that one of their life's biggest investments is protected. Almost every new home in the province is covered by a new home warranty. This warranty protection is provided by Ontario's builders and lasts up to seven years. It is backstopped by Tarion. More than 375,000 homes are currently enrolled in the warranty program. Every year about 55,000 new homes are enrolled.

**How We Make a Difference**

A home is one of life's biggest purchases. As an independent, not-for-profit organization, Tarion provides Ontario's new home buyers and owners with peace of mind that their purchase is safeguarded through the province's new home warranty and protection program.

Almost every new home in the province is covered by a new home warranty. Tarion ensures consumer protection by providing free tools, guides and resources to help homeowners understand their builder's warranty and navigate warranty claims with confidence.

If a builder does not meet their warranty commitments, Tarion offers guidance to help homeowners ensure they receive the coverage they're entitled to, and when necessary, steps in to help resolve warranty claims.

**About the Role**

The Warranty Services Representative provides technical and warranty advice to vendors, builders, home buyers and owners, consultants and lawyers. This position conducts early intervention, investigative, emergency inspections, meetings and conciliations with vendors and owners to assess complaints in compliance with the Ontario New Home Warranties Plan Act and Tarion's Construction Performance Guidelines.

The incumbent will live within the Greater Toronto Area and will be responsible for travelling to assigned work locations covering the Greater Toronto Area and outlying regions within the province when required. Compensation includes paid mileage, health and dental benefits, company pension, and family care benefits.

**Responsibilities includes**:

- Work collaboratively and creatively with parties to promote early resolution of warranty claims, in accordance with Tarion's procedures and policies
- Understand the relevant technical standards that provide the basis for identifying warranty issues, and offers suggestions for possible resolution, in keeping with the merits of the warranty claim and the interests of the parties
- Maintain impartiality and open-mindedness while facilitating negotiation and resolution between the parties to a warranty claim by providing direction and encouraging parties to find a compromise or a mutually satisfying solution
- Provide technical and warranty advice to vendors, builders, consultants and homeowners regarding warranty related issues
- Conduct inspections and meetings with external clients and make rulings and decisions on freehold and condominium unit issues on behalf of Tarion
- Issue Work/Settlement Schedules, set and adjust financial reserves as required
- Authorize contractor services and monitor contractor progress
- Represent Tarion as a witness at the License Appeal Tribunal and the Builder Arbitration Forum
- Provide fair, timely, quality and consistent service to home buyers, owners, vendor/builders and their agents and other stakeholders and clients
- Represent Tarion at Builder Associations and public outreach activities
- 3 - 5 years' construction related experience - preferably in freehold residential construction methods
- Minimum community college graduate, in building science or construction related diploma
- Training and experience in a neutral dispute resolution role, such as a mediator, conciliator, claim adjudicator; or experience and skills related to fairly managing complaint processes that involve hearing from participants, analyzing information, encouraging resolution and making recommendations or writing decisions
- Superior communication (verbal and written), observation, negotiation, problem solving, analytical and conflict resolution skills
- Direct or related experience and skills related to creative interest-based approaches to mediating or resolving disputes in different settings such as in-person, telephone, video conference or online
- Ability to maintain confidences, exercise sound judgment and discretion and work collaboratively with others
- Capacity to work in an empathetic and accessible manner, using effective communications to manage confrontational or stressful situations with diverse users
- Excellent negotiating, time management and interpersonal skills
- Comprehensive knowledge of the Ontario Building Code and construction practices in Ontario
- Ability to work independently a