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

Knowledge& 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 just wants to get things done.
• Highly detailed & organized.
• Excellent customer service skills.
• Experience with Builder Lynx software an asset.
• Team player

Requirements of the role (travel, driving licence etc)

• A valid driver\xe2\x80\x99s license and ownership of a vehicle is required.

Graywood is an equal opportunity employer that values the unique skills and experiences of each of our candidates; recognizing that each prospective team member of Graywood Developments Ltd. contributes to our efforts in building a diverse and inclusive place to work.

Should you require any disability-related accommodation to support your participation in our recruitment process, please notify us and we will work with you to meet your accessibility needs

Graywood Group