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- Providing excellent customer service to effectively resolve homeowner experience issues. Managing Customer Satisfaction Survey Score to ensure defined serviceQ goals are achieved.
- Conducting orientations and completing warranty close-out inspections to prepare deficiency lists. Acquiring and distributing warranty certificates to applicable business units.
- Reviewing job files and confirming with homeowners on completion of addendum or upgrades, and documenting homeowner interaction accordingly.
- Completing homeowner check-ins, and acting as a liaison between homeowners and related parties to clarify and coordinate service requests.
- Assisting in the development of homeowner experience processes and collateral. Facilitating homeowner education to promote proper maintenance of home systems.
- Updating homeowner manuals and online portal, and ensuring homeowners comprehend warranty guidelines, company policies and procedures.
- Promoting a safe work environment and adhering to Qualico's Safety Program and relevant safety regulations.
- Providing supports to other projects or duties as assigned.
- A strong communicator; you clearly express your thoughts in conversation and in written communication.
- An active listener; you seek to understand and listen to others in a non-judgmental way.
- Mindful; you respect diversity and deal with sensitive situations using high degree of integrity.
- Excellent service oriented; you handle relations with customers, internal and external parties with tact and diplomacy.
- A creative problem solver; you think outside the box for solutions without fear of failure.
- High School Diploma, or equivalent.
- Minimum 3 years of experience related to new home sales, hospitality concierge, construction warranty or home inspections.
- Valid driver's licence and access to reliable vehicle.
- Satisfactory verification of criminal record check.
- Proficient in Microsoft Office Programs (Outlook, Word, Excel, PowerPoint, SharePoint and Teams) and construction management software (NewStar, On-Location Warranty, BuildPro or similar).
- Certificate/Completion of Dale Carnegie Customer Service Training and Insights Discovery training.
- Creating trusting and successful working relationships.
- Setting clear, measurable and achievable goals.
- Cooperating with team members in an open, positive and respectful manner.
- Staying current with technical job skills.
- Consistently meeting customer expectations.
- Taking responsibility for the outcomes of decisions and actions.
Homeowner Experience Specialist - Edmonton, Canada - Qualico Canada
Description
Job Overview
Reporting to the Manager, Experience, serviceQ, as the Homeowner Experience Specialist (Walkthrough Coordinator) you will oversee the homeowner experience and maintain positive relationships with clients. You also act as the main point of contact for homeowners post-occupancy and address their concerns in a professional and timely manner.
Your day-to-day responsibilities will include:
As our ideal candidate, you are...
Essential Requirements
Preferred Qualifications
What We Value
Work Conditions
You primarily work on site in completed homes doing walkthroughs with new homebuyers. Travel to regional offices and overtime may occasionally be required.