Warranty Coordinator
Waterloo, ON, CA
12d ago

Role Summary :

Reporting to the Warranty Manager, the Warranty Coordinator is primarily responsible for fielding, researching, documenting, and communicating all inquiries and service requests from homeowners, trades, Tarion, and other partners.

Key Responsibilities :

  • Check Tarion web-site daily for updated 30 day, Year Ends, 2nd year, major structural defect and conciliations filed by homeowners.
  • Develop and maintain a good working relationship with Site-Supervisors and Site Administrators as we work with them on a daily basis to respond to their inquiries and help resolve problems as they may arise.
  • Maintain knowledge of Tarion Construction Performance Guidelines, this information needs to be shared with homeowners in regards to items that are warranted or not warranted and explained in detail.
  • Responsible for all conciliation files, this consists of working closely with the Warranty Manager and Tarion to coordinate appropriate trades and Service Technicians with the homeowner to complete outstanding deficiencies by the Tarion deadline, understanding Builder Bulletin 19 in regards to Chargeable / Non Chargeable conciliations.
  • Must be able to make executive decisions if management is not readily available.
  • Responsible for the completion of Year end and 2nd year end warranty list’s, and assessing the amount of time that Service Technicians require for appointment’s and coordinate trades if necessary with homeowners to complete all deficiency’s.
  • Prepare the Service Technicians weekly schedule.
  • Develop an understanding of Seasonal timelines and communicate all schedules in regards to grading, top soil, sodding, and paving to Homeowner’s.
  • Ability to deal with difficult homeowners, situations, as well as trades and explain policies and warranties to them.
  • Issue cheque requisitions, back-charges, homeowner releases, and purchase orders for trades and supplies.
  • Produce and maintain aging reports. Consists of ensuring aging reports, in New Star, are up-to-date and being utilized.
  • Follow up with homeowners and trades to ensure that all items are completed in a timely manner.

  • Maintain and organize electronic warranty files
  • Respond to Homeowner’s, or designee’s, letter / emails / phone calls in professional and timely manner.
  • Troubleshoot problems with homeowners over the phone to eliminate sending out Service Technician or Trades
  • Other duties as assigned.
  • Requirements :

  • Secondary School Diploma
  • Professional, mature individual with at least 2 years of extensive customer service experience with a homebuilder.
  • Personal Attributes :

  • Well organized, confident individual with the ability to prioritize work and meet deadlines.
  • Ability to multi-task in an extremely fast paced environment and amongst constant interruptions.
  • Able to demonstrate interpersonal / customer service skills in dealing effectively with customers.
  • Able to develop and maintain positive professional relationships with internal and external parties.
  • Internal : Daily interaction with Warranty Manager, Service Technician’s, Site-Supervisors, Site Administrators, and In-House departments
  • External : Daily contact with homeowners, Trades, and Tarion Representatives.
  • Activa is committed to creating an inclusive environment for all individuals. We support the goals of the Accessibility for Ontarians with Disabilities Act (AODA).

    Should you require accommodation throughout the recruitment process please contact our Human Resources department.

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