Warranty Services Representative - London (Remote)

Tarion; Kitchener; Remote; CAD 60,000 - 80,000; Full time

Job summary

A warranty protection service is seeking a Warranty Services Representative to provide technical and warranty advice, facilitate the resolution of claims, and conduct inspections. Candidates should have construction experience, strong communication skills, and an understanding of Ontario's regulations. The role allows for remote work with travels in Ontario.

Benefits

Health and dental benefits

Company pension

Family care benefits

Qualifications

• 3 - 5 years' construction-related experience, preferably in residential construction.
• Training in neutral dispute resolution.
• Ability to maintain confidences and exercise sound judgment.
• Comprehensive knowledge of the Ontario Building Code.

Responsibilities

• Provide technical and warranty advice to various stakeholders.
• Conduct inspections and meetings with clients.
• Facilitate negotiation and resolution of warranty claims.
• Represent Tarion in mediation and tribunal activities.

Skills

Construction-related experience

Negotiation skills

Problem-solving skills

Analytical skills

Communication skills

Conflict resolution skills

Education

Community college graduate in building science

Tools

Microsoft Office

Job description

Overview

Warranty Services Representative, WSRL041725

Department: Warranty Services

Type of Position: Full Time, Permanent

Location: Home Office, London, Southwest Ontario Area

Reporting to: Manager, Warranty Services

Work Model: Remote. Frequent travel to assigned work locations within Ontario is required. This role also requires working from a home office within the province of Ontario.

About Tarion

Since 1976, Tarion has served new home buyers and new homeowners by ensuring protection for one of life’s biggest investments. Almost every new home in the province is covered by a new home warranty, provided by Ontario's builders and backed by Tarion. More than 375,000 homes are enrolled in the warranty program, with about 55,000 new homes enrolled each year.

How We Make a Difference

Tarion provides Ontario's new home buyers and owners with peace of mind through the province's new home warranty and protection program, along with free tools, guides and resources to help homeowners understand their builder’s warranty and navigate warranty claims with confidence. If a builder does not meet warranty commitments, Tarion helps homeowners obtain the coverage they are entitled to and steps in to help resolve claims when necessary.

About the Role

The Warranty Services Representative provides technical and warranty advice to vendors, builders, home buyers and owners, consultants and lawyers. This role conducts early intervention, investigative, emergency inspections, meetings and conciliations to assess complaints in compliance with the Ontario New Home Warranties Plan Act and Tarion's Construction Performance Guidelines.

The incumbent will reside in or near the London Area and will travel to assigned work locations covering the Southwest Area and surrounding regions within Ontario as required. Compensation includes paid mileage, health and dental benefits, company pension, and family care benefits.

Responsibilities

• Work collaboratively and creatively with parties to promote early resolution of warranty claims in accordance with Tarion's procedures and policies.
• Understand relevant technical standards that identify warranty issues and offer possible resolutions consistent with the merits of the claim and the interests of the parties.
• Maintain impartiality and open-mindedness while facilitating negotiation and resolution between parties to a warranty claim, providing direction and encouraging a mutually satisfactory solution.
• Provide technical and warranty advice to vendors, builders, consultants and homeowners regarding warranty-related issues.
• Conduct inspections and meetings with external clients; make rulings and decisions on freehold and condominium unit issues on behalf of Tarion.
• Issue Work / Settlement Schedules; set and adjust financial reserves as required.
• Authorize contractor services and monitor contractor progress.
• Represent Tarion as a witness at the License Appeal Tribunal and the Builder Arbitration Forum.
• Provide fair, timely, quality and consistent service to home buyers, owners, vendors/builders and their agents and other stakeholders and clients.
• Represent Tarion at Builder Associations and public outreach activities.

A great candidate for this position will have

• 3 - 5 years' construction-related experience, preferably in freehold residential construction methods.
• Minimum community college graduate, in building science or construction-related diploma.
• Training and experience in a neutral dispute resolution role (e.g., mediator, conciliator, claim adjudicator) or experience and skills related to managing complaint processes that involve hearing from participants, analyzing information, encouraging resolution and making recommendations or writing decisions.
• Superior communication (verbal and written), observation, negotiation, problem solving, analytical and conflict resolution skills.
• Experience and skills related to creative, interest-based approaches to mediating or resolving disputes in various settings (in-person, telephone, video conference, or online).
• Ability to maintain confidences, exercise sound judgment and discretion, and work collaboratively with others.
• Capacity to work empathetically and accessibly, using effective communications to manage confrontational or stressful situations with diverse users.
• Excellent negotiating, time management and interpersonal skills.
• Comprehensive knowledge of the Ontario Building Code and construction practices in Ontario.
• Ability to work independently and as part of a team within a dynamic environment.
• Above-average keyboarding and computer skills in Microsoft Office and Internet environments.
• Outgoing self-starter with the ability to make decisions based on practical building knowledge.
• Valid Class G driver's license and reliable transportation.
• Access to a high-speed Internet connection in the home office.
• Ontario Building Code BCIN qualification in Legal (general) and Part 9 (home) would be considered an asset.

Why Choose Tarion?

Tarion believes its employees are its most valuable asset. We strive to provide a welcoming work environment. We offer a competitive compensation program, opportunities for learning and development, an employee discount program, access to wellness programs, and various Employee Assistance Program tools and online resources to support well-being. Tarion is committed to diversity and inclusion and providing equal opportunity in recruitment, selection and promotion, and removing systemic barriers so that all employees feel included.

If you are a person with a disability and have questions or would like help with your application, please contact a member of the Human Resources Department.

Application Submissions & Deadline

Please submit a single file with a covering letter and resume with vacancy code WSRL041725.