Warranty Administrator
Graywood Group, Canada
Job Description
Job Title: Warranty - Administrator
Reporting To: Director - Warranty
Business Division: Construction
Location: Toronto
Job Background
Graywood Developments is an industry-leading real estate development company with a proven history of success. Graywood is focused on residential mixed-use development in the Greater Toronto Area and other major Canadian markets. During its 38-year history, Graywood has managed 54 projects, with 31,400 housing units and a combined value of $8.8 billion. The management team has overseen development across several asset classes including for-sale residential, seniors housing, office, retail, and industrial, providing Graywood with first-class depth and breadth of experience.
Job Purpose
The (Customer Service) Warranty Administrator is responsible for the day-to-day administrative functions of the Warranty (Customer Service) site team. This role manages the flow of communication for each homeowner throughout the build process and keeps a full hands-on approach during the Pre-Closing, PDI and Tarion Warranty timelines. Responsible for maintaining accurate service records to ensure timely and appropriate customer service delivery and customer satisfaction.
Principal Responsibilities
- Be the face of the Customer Service Team onsite.
- Responsible for all homeowner communication through telephone calls/emails/faxes/letters and responding to homeowner concerns and inquiries within our Service Standards.
- Schedule and oversee the Pre-Delivery Inspection (PDI) and prepare all relevant occupancy documents.
- Ensuring all PDI and Occupancy targets are met, and records are updated daily.
- Prepare Suite Key Release Packages and Gifts for suite occupancy
- Respond and follow up on all emergency calls during regular business hours.
- Work with relevant parties related to suite occupancies and release key packages to homeowners
- Acting as liaison between homeowner and all Departments; providing follow-ups and advising of outcome.
- Organizing and maintaining homeowner purchaser files and relevant databases.
- Providing homeowners with answers to general inquiries and service updates, as well as de-escalating any situations that may arise onsite.
- Follow up, maintain, and take ownership of appropriate internal records
- Prepare and distribute notices, service updates, and educational materials to homeowners, including maintenance guides.
- Establish new site office and maintain office supplies and equipment and overall office appearance
- Work closely with the Warranty Coordinator to schedule suite access and resolution of warranty service requests as required. Including managing and obtaining sign-offs of warranty files.
- Participate in any site related events
- Handle the initial escalation of concerns and try to bring them to a resolution and bring to the
- Develop and maintain an effective working relationship with all in office and site personnel as required
- Follow all government and/or policies as they pertain to health and safety.
- Perform any additional tasks/duties as assigned by Management.
Requirements
Knowledgeamp; Experience
- Meticulous individual with problem solving skills and desire to deliver best product possible
Skills
- Demonstrated interpersonal/customer service skills.
- Ability to deal professionally and effectively with the public/homeowners.
- Ability to multi-task in a fast-paced environment.
- Exceptional communication skills including excellent research, written, oral, listening
- Well-organized, confident individual with the ability to prioritize work, meet deadlines, and work in a fast-paced environment.
- Self-starter, ability to obtain complete and accurate resolutions from company or industry resources.
- Working knowledge of internet, Microsoft Office Word, Outlook, PowerPoint and Excel.
- Ability to build and maintain relationships internally and externally.
- Ability to work both independently and in a collaborative team environment
- All other duties assigned by manager.
Qualifications
- Minimum 3 to 5 years of relevant work experience in new construction (high volume), Tarion warranty, and onsite Customer Service.
- Excellent customer service skills focused with advanced communication skills (listening, verbal and written)
- Post-secondary education in a related field would be a benefit.
- Ability to work independently and with multiple teams.
- Exception organizational skills and ability to multi-task;
- A quick learner who jus