Position Summary
The Customer Service Representative (CSR) acts as the primary liaison between
homebuyers and the construction team from the final stages of building through the first
years of occupancy. This role is directly responsible for conducting Pre-Delivery
Inspections (PDI), managing all customer communications, and strictly coordinating
Tarion warranty timelines, including Initial, Mid-Year, and 1-Year Forms.
Key Responsibilities
1. Pre-Delivery Inspection (PDI) Execution
Conduct Inspections: Walk through newly completed homes with purchasers to
identify unauthorized changes, damages, or incomplete items before closing.
Document Deficiencies: Complete all official PDI forms accurately, detailing
cosmetic defects, mechanical issues, or incomplete construction.
Homeowner Education: Demonstrate the operation of home systems (HVAC,
plumbing, electrical) and review maintenance responsibilities with the buyer.
Sign-off Management: Secure necessary homeowner signatures on the PDI
certificate and submit documentation to the office and construction team
immediately.
2. Tarion Warranty Coordination & Form Management
Form Tracking: Monitor and manage critical Tarion deadlines for Initial Forms,
Mid-Year Forms, and 1-Year Forms to prevent builder defaults or conciliations.
Form Review: Assess submitted Tarion forms against original PDI records to
verify warrantable items under the Ontario New Home Warranties Plan Act.
Scheduling & Dispatch: Coordinate with trade partners, site superintendents,
and homeowners to schedule repair appointments within Tarion’s mandated
timeframes.
File Closure: Document completed repairs, obtain homeowner sign-offs for
resolved items, and update Tarion portal records.
3. Customer Communication & Relationship Management
Primary Contact: Serve as the empathetic, professional, and clear first point of
contact for all homeowner inquiries, complaints, and service requests.
Expectation Management: Educate homeowners clearly on what is covered
under the Tarion warranty versus standard home maintenance.
Conflict Resolution: Address and resolve homeowner grievances regarding
delays, repair quality, or warranty denials with patience and diplomacy.
Database Management: Maintain meticulous, up-to-date client files,
communication logs, and photos within the company’s CRM or service tracking
software.
Required Qualifications
Experience: Minimum 2–3 years of customer service experience in residential
low-rise or high-rise construction in Ontario.
Tarion Knowledge: Deep understanding of the Tarion Construction Performance
Guidelines and standard warranty milestones.
Technical Skills: Ability to read floor plans and basic building blueprints;
familiarity with home builder service software (e.g., Builder 360, Punchlist, or
similar CRMs).
Communication: Exceptional verbal and written communication skills with a
proven ability to de-escalate high-stress situations.
Mobility: Valid Ontario Driver’s License and reliable vehicle to travel to various
active community sites.
Pay: $50,000.00-$70,000.00 per year
Benefits:
- On-site parking
- Paid time off
- Work from home
Work Location: In person
