Call Centre Representative - CCR090524
Department: Warranty Services
Type of Position: Full Time, Contract (12 Months)
Location: 7th Floor, 5160 Yonge Street, Toronto, ON
Reporting to: Supervisor, Customer Service
Work Model: Hybrid – flexible work schedule (All remote work must be completed from your home office within the province of Ontario.)
About Tarion
Since 1976, Tarion has served new home buyers and new homeowners by ensuring that one of their life's biggest investments is protected. Almost every new home in the province is covered by a new home warranty. This warranty protection is provided by Ontario's builders and lasts up to seven years. It is backstopped by Tarion. More than 375,000 homes are currently enrolled in the warranty program. Every year about 55,000 new homes are enrolled.
How We Make a Difference
A home is one of life's biggest purchases. As an independent, not-for-profit organization, Tarion provides Ontario's new home buyers and owners with peace of mind that their purchase is safeguarded through the province's new home warranty and protection program.
Almost every new home in the province is covered by a new home warranty. Tarion ensures consumer protection by providing 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 their warranty commitments, Tarion offers guidance to help homeowners ensure they receive the coverage they're entitled to, and when necessary, steps in to help resolve warranty claims.
About the Role
The Call Centre Representative role is responsible for providing frontline support to all stakeholders. In this position you will guide stakeholders on the warranty process, triage calls thorough the department and company or redirect to other external resources where required. You will also be responsible for assisting homeowners with Myhome support and be a vital resource to all warranty related Inquiries. You will also be required to place outbound calls in a timely manner to address the call center voicemails and provide outstanding customer interaction on each call.
This is a hybrid role requiring working two (2) days in the office and three (3) days remotely, per week. (All remote work must be completed from your home office within the province of Ontario.)
Responsibilities:
- Provide the first point of contact and “face of Tarion” to customers
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Provide high quality, responsive support and resolution of customer inquiries
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Take ownership of calls and/or contacts to ensure customer satisfaction
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Resolve customer queries, issues, etc. daily or escalate to appropriate personnel
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Receive calls and make outbound calls as required
Qualifications:
- Minimum High School Graduate or G.E.D. (or equivalent) with additional post
secondary courses -
1-2 years customer service and/or telephone support experience
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Excellent listening and verbal communication skills
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Must possess a strong customer service and team player orientation
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Exceptional telephone manner
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Strong computer (MS Office) and data entry skills
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Demonstrated ability to balance multiple priorities in a dynamic team environment
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Demonstrated interest in and commitment to continuous learning
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Demonstrated ability to balance multiple priorities
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General knowledge of the Ontario New Home Warranties Plan Act is preferred
Why Choose Tarion?
We believe that Tarion's employees are its most valuable asset. We strive to provide a welcoming work environment.
We offer employees a competitive compensation program, opportunities for learning and development, an employee discount program, access to wellness programs, and a variety of Employee Assistance Program tools and online resources to support well-being.
At Tarion, we believe that a strong commitment to diversity and inclusion allows employees to perform at their very best and underpins a culture in which everyone feels they have an equal opportunity to belong and build a career. Tarion is committed to developing and maintaining work environments and practices that ensure equality of opportunity in recruitment, selection and promotion, and to removing systemic barriers so that employees have every opportunity to feel included in the workplace.
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 CCR090524 no later than September 16, 2024.
