Customer Care Technician

Regional Group; Ottawa; On-site; CAD 50,000 - 67,000; Full time

Benefits offered by this job

Competitive pay

Tuition reimbursement

15 paid vacation days + extra PTO

RRSP matching

Job summary

eQ Homes is seeking a Customer Care Technician to support multiple sites in Ottawa, Ontario. The role focuses on addressing warranty service deficiencies, handling emergency and interval service calls, and performing maintenance repairs on model homes and sales centers to ensure exceptional customer satisfaction.

You will liaise with homeowners and trades, review work orders daily, obtain homeowner signatures, and coordinate with Customer Care Advisors to complete all items while following

Qualifications

• Experience performing general repairs on new homes.
• Familiar with Tarion Construction Performance Guidelines.
• Understanding of building processes and site practices.
• Customer-focused and service-oriented.
• Self-motivated, goal-driven and resilient.
• People-centric and collaborative mindset.
• Commitment to elevating standards and customer experience.
• Passionate about delivering high-quality workmanship.

Responsibilities

• Attend scheduled service appointments to complete 30-day, 1 year, 2 year or Interval service deficiencies.
• Review service warranty items with homeowners.
• Monitor trades while completing deficiency items to ensure warrantable repairs.
• Obtain signature from homeowner for completed items on work order.
• Review & follow up with Customer Care Advisors on all scheduled appointments and or service items/deficiencies until completed.
• Prepare materials required to complete service work prior to scheduled service appointment.
• Assess/investigate emergency or interval service calls as required.
• Complete maintenance or repairs on Model Homes & Sales Centers as required.
• Review work orders on a daily basis.
• Clean & maintain service van.
• Perform other duties within the scope, spirit and purpose of the job, as requested by management.

Skills

General repairs

Tarion guidelines

Building practices

Customer focus

Self-motivated

People-oriented

Elevate culture

Passion for quality

Job description

About Us

At eQ Homes, we are dedicated to providing an exceptional level of craftsmanship and customer service, from the moment you meet us to the day you receive your keys. We are with you every step of the way to ensure that your home buying path is a comfortable and memorable one. We consistently create visionary, award-winning communities that lead the way in home innovation and sustainable living initiatives.

Our core values guide everything we do, grounded in a shared commitment to doing the right thing. They include:

• People
• Elevate
• Passion

We want our employees to feel great about their jobs, and that means encouraging growth and advancement, listening to employee feedback, recognizing a job well done, giving back, and adopting a culture of trust and respect.

About the Role

eQ Homes is looking for a Customer Care Technician to support multiple sites. The main objectives of the Customer Care Technician include addressing warranty service deficiencies, handling emergency and interval service calls, and conducting maintenance repairs on model homes and sales centers—all with the aim of ensuring exceptional customer satisfaction levels according to AVID Ratings and Tarion standards.

Key Responsibilities

• Attend scheduled service appointments to complete 30-day, 1 year, 2 year or Interval service deficiencies.
  
• Review service warranty items with home owners.
  
• Monitor trades while completing deficiency items in homes, to ensure completion of warrantable repairs adhere to eQ Guidelines.
  
• Obtain signature from homeowner for completed items on work order.
  
• Review & follow up with Customer Care Advisors on all scheduled appointments and or service items/deficiencies until completed.
  
• Prepare materials required to complete service work prior to scheduled service appointment.
  
• Assess/investigate emergency or interval service calls as required.
  
• Complete maintenance & or repairs on Model Homes & Sales Centers as required.
  
• Review work orders on a daily basis.
  
• Clean & maintain service van.
• Perform other duties within the scope, spirit and purpose of the job, as requested by management.

About You

• Strong knowledge and skill to complete all types of general repairs for new homes
  
• Familiar with Tarion Construction Performance Guidelines
  
• Knowledge of building processes and practices
  
• Customer satisfaction driven
  
• Positive, self-motivated, goal-driven and tenacious
  
• People-centric focus: You pursue lifelong learning, actively share new perspectives, empower, and inspire others.
  
• Commitment toElevate: You set new standards in ways that surprise and delight stakeholders, redefine industry norms and set new benchmarks for success.
  
• Passion: You take pride in your work, overcome obstacles, and constantly seek to be the best.

Why Join Us

• We are actively pursuing portfolio growth opportunities, ensuring continuous development and advancement.
• We take pride in shaping real estate in Ottawa for over 60 years.
• Enjoy competitive pay, incentives, and tuition reimbursement to support your personal and professional growth.
• Benefit from 15 paid vacation days plus additional PTO to ensure a healthy work-life balance.
• Take advantage of our RRSP matching program and boost your financial future with confidence!

This position is to fill one (1) existing vacancy. The salary range for this role is $50,000 – $66,500/year.

EQ Homes is an equal-opportunity employer dedicated to creating an inclusive and accessible workplace environment. We are committed to cultivating a workforce that mirrors the diversity of our community, including individuals with disabilities. If you require accommodation or support during any stage of our recruitment and selection process, we will collaborate with you to address your needs.