Warranty Services Representative – Technical Desk

1 month ago

Toronto, Canada Tarion Full time

Warranty Services Representative – Technical Desk, WSRTD102324


Department: Warranty Services

Type of Position: Full Time, Contract (12 Months)

Location: 7th Floor, 5160 Yonge Street, Toronto, ON

Reporting to: Manager, Technical Desk

Work Model: Hybrid – flexible work schedule (All remote work must be completed from your home office within the province of Ontario.)

Grade: K

About Tarion

Since 1976, Tarion has served 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 Mak e 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.

This is a hybrid role requiring working two (2) days in the office and three (3) days remotely, per week. (All remote work must be completed from your home office within the province of Ontario.)


About the Role

The Warranty Services Representative – Technical Desk, will provide excellent customer service by providing technical inquiries of warranty issues from builders, homeowners and others by live calls transferred from the Customer Centre as well as by emails and voicemails. 
This position requires the incumbent to have comprehensive knowledge of the Ontario Building Code (OBC) and construction practices in Ontario and be OBC qualified. The incumbent will be remote based and be able to work independently.


Responsibilities include:

  • Live answer inbound customer calls transferred from the Customer Centre from builders, homeowners and others regarding all technical inquiries of warranty issues (Construction Performance Guidelines, OBC, method of repair, PDI, 30 Day, 1st Year, 2nd Year, MSD, Emergency).
  • 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.
  • Provide excellent customer service quickly and effectively and respond promptly to voicemails and email messages regarding technical enquiries.
  • Document all interactions in accordance with Tarion's Communication and Storage Module.
  • Adhere to policies, processes and procedures in responding to customer's technical inquiries.
  • Provide high quality responsive technical support and resolution of customer's problems; diffuse and handle potential escalated situations.
  • Contribute to the improvement of the Issues-Management process by advising Managers and Issues-Management of potential and escalating issues.
  • Keep up-to-date knowledge of the Ontario New Home Warranties Plan Act and Regulations, Ontario Building Code, Construction Performance Guidelines and construction practices in Ontario.
  • Meet the Warranty Services Department performance expectations and contributes to the overall team service level results.

A great candidate for this position will have:

  • 3 - 5 years' construction related experience – preferably in freehold residential construction methods
  • Detailed Knowledge of the Ontario New Home Warranties Plan Act, Regulations, Builder Bulletins, Construction Performance Guidelines, Ontario Building Code and Tarion's claim process and procedures
  • Ontario Building Code BCIN qualification in Legal (general) and Part 9 (home) required
  • Superior communication, problem solving, analytical and conflict resolution skills
  • Capacity to work in an empathetic and accessible manner, using effective communications to manage and/or diffuse stressful situations with diverse users
  • Minimum community college graduate, in building science or construction related diploma
  • Excellent customer service and interpersonal skills
  • Ability to work independently and as a part of a team within a dynamic environment
  • Above average keyboarding and computer skills in Microsoft Office and Internet environments
  • An out-going self-starter with the ability to make decisions based on practical building knowledge
  • Access to High Speed Internet connection in home office is essential


Why Choose Tarion?

We believe that Tarion's employees are its most valuable asset. We strive to provide a welcoming work environment.

We offer employees a competitive compensation program, opportunities for learning and development, an employee discount program, access to wellness programs, and a variety of Employee Assistance Program tools and online resources to support well-being.

At Tarion, we believe that a strong commitment to diversity and inclusion allows employees to perform at their very best and underpins a culture in which everyone feels they have an equal opportunity to belong and build a career. Tarion is committed to developing and maintaining work environments and practices that ensure equality of opportunity in recruitment, selection and promotion, and to removing systemic barriers so that employees have every opportunity to feel included in the workplace.

If you are a person with a disability and have questions or would like help with your application, please contact a member of the Human Resources Department.

Application Submissions & Deadline:

Please submit a single file with covering letter and resume with vacancy code WSRT102324 by no later than November 6, 2024.

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