Customer Service Representative CSR032023 Department: Warranty Services Type of Position: 2 Full Time, Contract \xe2\x80\x93 9 Months and 12 Months Location: 7th Floor, 5160 Yonge Street, Toronto, ON Reporting to: Manager, Customer Service 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\xe2\x80\x99s 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\xe2\x80\x99s 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. With more than 265 employees, Tarion works hard every day to serve the public interest by, first and foremost, protecting consumers and their new home purchases. We investigate homeowner warranty claims; resolve warranty disputes between homeowners and builders; and provide deposit and delayed closing protection for new home buyers. We also manage the Guarantee Fund, an important financial reserve designed to help shield Ontario consumers from possible catastrophic building events. All of this enhances fairness and confidence in Ontario\xe2\x80\x99s new home building industry. About the Role The Customer Service Representative role is responsible for completing all scanning, batching, and processing of warranty claim forms and supporting documents and ensures quality assurance by investigating, scanning and processing errors and resolving them or identifying a plan of action to resolve them with management. The systems we use are
Salesforce, Kofax and Content Navigator. Experience with any of these systems would be helpful. The role also communicates via email with all of our Internal and external stakeholders regarding resolution of complaints related to processing. Responsibilities:

• Respond to emails from our stakeholders by reviewing the file to understand the context for the question and ensure your response is concise, in plain language for ease of understanding and accurate and timely
• Bring any issues of reputational risk to the attention of management
• Provide information about warranty coverage and how to make a claim
• Process warranty forms and documents
• Troubleshoot Issues that prevent warranty forms from auto processing
• Assist with resolving MyHome and BuilderLink issues via email, and assist with submission of forms
• Scan documents, including image check and validation.
• Upload documents into Content Navigator using the appropriate attributes.
• Respond to our customers using Outlook and/or our Front email system
• Assist with data cleanup tasks within the team
• Assist the team and the business analyst with document processing complaints
• Upload documents to Content Navigator with accuracy
• Escalate emails to supervisor where required
• Responsible for resolution/action of worklists/tasks assigned to the CS Team

Qualifications:

• Minimum Community College Diploma (or equivalent)
• 1-2 years customer service and/or telephone support experience
• Excellent listening and verbal communication skills
• Attention to detail is a strong requirement
• Must possess a strong customer service and team player orientation
• Ability to Investigate and trouble shoot system and business related processing Issues and escalate for resolution or resolve yourself
• Strong computer and data entry skills
• Previous experience with computer systems Is preferred
• Demonstrated ability to balance multiple priorities in a dynamic team environment
• Demonstrated interest in and commitment to continuous learning
• Demonstrated ability to balance multiple priorities
• Working knowledge of the Ontario New Home Warranties Plan Act is preferred

Why Choose Tarion? We believe that Tarion\xe2\x80\x99s 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 covering letter and resume with vacancy code CSR032023. Job Types: Full-time, Fixed term contract Benefits:

• Casual dress
• Employee assistance program
• Flexible schedule
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• DCS / DEC (preferred)

Experience:

• Customer service: 2 years (required)

Work Location: Hybrid remote in North York, ON