WARRANTY SERVICE ADMINISTRATOR (FULL-TIME)

Reporting to the Customer Care Manager, the Warranty Service Administrator organizes all warranty service requirements such as scheduling with homeowners and issuing all work and purchase orders for Service Technicians and trades, while ensuring the overall compliance with DeSantis Homes procedures and Tarion guidelines.  Responsibilities also include tracking and maintaining aging reports/conciliation lists, maintaining inventory of service supplies, de-mastering of suite locks, data entry of Tarion warranty forms and deficiencies using Builder Lynx and conducting Pre-Delivery Inspections. Warranty Service Administrator provides superior customer service protecting the interest of DeSantis Homes and preventing Tarion intervention wherever possible. Warranty Service Administrator works hand in hand with the Service Technicians.

KEY COMPENTENCIES:

• Ability to multi-task, prioritize and complete work on time under pressure and tight deadlines.
• Superior customer service, organization, attention to detail and listening skills.
• Proficient with MS Office applications, Builder Lynx and company shared drive.
• Strong communication (both written and oral) and relationship building skills.
• Understanding the need for professionalism with trades, consultants, and other client groups, internal and external teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinate and manage day-to-day operation of all Customer Care and Warranty Service email/phone communication.
• Contact trades to schedule warranty repair requests and ensure repairs are completed to meet and surpass Tarion Construction Guidelines and DeSantis Homes standards.
• Create Purchase Orders for trades as approved by Customer Care Manager.
• Manage/update Service Technicians service calendars and provide Technicians with required work orders to complete warranty repairs.
• Follow up for completions of trade work and signing off on trades completed work in BuilderLynx system.
• Assist with deficiency claims investigations and prepare conciliation packages when required including Tarion CE PATS Audits reports.
• Update homeowner files accordingly.
• Key running – providing access to suites for trades when Service Technicians are unavailable.
• Enter deficiencies, complete sign offs, assign work orders to trades using Builder Lynx system.
• Verbally and through email, update homeowners regarding their concerns or progress.
• Handling difficult homeowners and finding resolutions by successfully providing superior customer service.
• Ability to handle problems and resolve conflicts quickly in a most professional manner.
• Create aging reports and summary of issues to Customer Care Manager for weekly Service meetings.
• Update weekly reports using Microsoft Excel and Builder Lynx
• Create and provide Property Management/Condo Board with notices of service when working on Tarion Audits.
• Update Tarion Portal with homeowner or condo communications/documents as required.
• Conduct Quality Assurance Inspections through BuilderLynx as per Customer Care Manager.

–    Schedule and conduct QA inspections 2-4 weeks prior to PDI date.

–    Coordinate and follow up with Construction for deficiencies correction. Assist in sending work orders to trades for completion of deficiencies.

–    Ensure suite/home is in move-in ready condition prior to PDI.

• Pre-Delivery Inspections through BuilderLynx as per Customer Care Manager.
• Manage PDI schedule.
• Conduct PDI 2-3 weeks prior to Closing/Occupancy.
• Coordinate with PDI team and Construction team to ensure smooth PDI operations.
• After PDI assist Construction in all trade work orders and Construction Handypersons accordingly and follow up until completion.
• Prepare Service Technicians for after Closing/Occupancy work with deficiency reports at Closing/Occupancy to review what is still outstanding from Construction to prepare for Tarion 30-day lists.
• Review 24-Hour Hard Surface Damage reports once submitted by homeowners at Closing/Occupancy and resolve issues immediately.

GENERAL:

• Follow company procedures to both their letter and intent.
• Ensure communications and adequate information flow with Construction, Customer Care and Warranty Service Technicians and Customer Care Manager.
• Comply with all required standards including government, regulations, Health & Safety standards, procedures, area work instructions, departmental policies and practices and quality standards.
• Participate in weekly team and 1v1’s with Customer Care Manager.
• Keep up to date with Tarion Updates seminars/meetings as per Customer Care Manager.
• Complete other tasks as required.

Job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

DESIRED SKILLS & EXPERIENCE:

• 5 years experience in home building warranty service and/or construction industry.
• Experience interacting with homeowners and trades, dealing with time sensitive information and issues.
• 3 years of experience in high paced, high demand customer service/customer front facing position.
• Superior customer service skills, troubleshooting capabilities, skilled time management.
• Desire to take initiative and investigative questioning techniques.
• Ability to think outside of the box, budget conscious and construction repair/renovation knowledge.
• Strong understanding of TARION standards and processes.
• Ability to look up and apply the Ontario Building Code (OBC)
• Builder Lynx, MS Office, Tarion BuilderLink Portal.