Customer Care Technician

Location

Calgary - 4906 Richard Road SW

Business

At Brookfield Residential, a leading North American land developer and homebuilder for over 65 years, we have had one goal in mind – creating the best places to call home. From the development of award-winning, master-planned communities to the creation of well-designed homes, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community.

As part of Brookfield — one of the largest alternative asset managers in the world — we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound Sustainability practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures — we are reimagining real estate from the ground up.

If you're ready to be a part of our team, we encourage you to apply.

Job Description

Overview:

The Customer Care Technician is a front-line position responsible for conducting scheduled Customer Orientations and 2, 12, and 18-month warranty reviews, as well as attending to any “call-in” customer service requests. The Technician is responsible for personally inspecting and evaluating all homeowner warranty concerns, providing solutions to concerns, and for ensuring all post-occupancy related warranty concerns are completed in accordance with Brookfield Residential’s Service and Warranty Policies and Provincial New Home Warranty guidelines. The Customer Care Technician shares responsibility for managing after hour emergency service with their peers as per the “on-call” schedule rotation.

Key Responsibilities:

• Manage communications with homeowners and trades in a professional, courteous and timely manner.
• Educate and answer all inquiries received from homeowners, regarding home maintenance and product performance.
• Liaison to homeowners and trade contractors.
• Perform all service work in a competent and courteous manner with regard to customer needs and quality of workmanship.
• Clearly set homeowner expectations during the service journey through effective and efficient communication.
• Adhere to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and or changes to policies and guidelines to reflect circumstances within the customer care area.
• Contribute to the development and maintenance of standards, policies and procedures regarding customer service.
• Provide feedback and solutions on repetitive customer care concerns, recommend improvements to products / practices.
• Regularly provide feedback on the soundness and effectiveness of the customer service department’s policies and procedures.
• Attend regular customer care departmental meetings.
• Review homes during the construction process to assess and provide solutions to mitigate potential risk of design, material and or workmanship to develop into systemic warranty items.
• Use advanced troubleshooting processes, diagnostic tools and expertise to identify and resolve complex issues within a home.
• Conduct thorough two, twelve and eighteen month home inspections with home owner or designate.
• Perform any additional required inspection with home owner or designate.
• Support Construction team with and attend Customer Orientations (Pre-occupancy) and Occupancy (possession) inspections as required.
• Use expert knowledge of New Home Warranty Workmanship and Materials Performance Guidelines to determine and action warrantable items.
• Manage all inspection documentation according to current document workflow and process.
• Ensure accurate reporting of key service metrics for area of responsibility is provided to the Supervisor.
• Communicate service inspection outcomes, required actions, and escalations with internal teams, trade partners, and customers, ensuring information is clear and appropriate for each audience.
• Demonstrate considerable confidence while delivering timely determinations made through the use of thorough investigative techniques and due diligence.
• Collaboratively establish guidelines with Supervisor and Coordinator to manage work order volumes and meet strategic objectives for work order closing rates and timeframes.
• Coordinate walkthrough schedules and provide the Coordinator with clear work order details and instructions.
• Manage, plan and execute complex repairs involving multiple scopes of work and verifying work by trades while ensuring a high quality of workmanship.
• Assign responsibility for service work order costs, where applicable, and partner with the Supervisor and Coordinator to hold trades accountable for service performance.
• Assess, report and mitigate field level safety hazards for both self and trades.

What You'll Bring:

• 5 years Residential Construction or Renovation Experience.
• Progressive Customer Service Experience.
• Proficient computer skills.
• Excellent interpersonal and communication skills, both verbal and written.
• Ability to prioritize work and managing multiple competing priorities.

What We Offer:

• Competitive compensation and total rewards program.
• Excellent extended medical, dental and vision benefits beginning
  day 1.
• RRSP program, contributions begins day 1.
• Career development programs.
• Paid Volunteer Hours.
• Paid parental leave.
• Family planning assistance including IVF, surrogacy and adoptions options.
• Wellness and mental health resources.
• Pet insurance offering.
• A culture based on our values of Passion, Integrity and Community!.
  

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an extensive list of all responsibilities, duties, and skills required.

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We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.