Customer Service Representative - Reception

Customer Service Representative, Reception - CSR021926

Department: Customer Service - Warranty Services

Type of Position: Full Time, Contract – 12 Months

Location: 7th Floor, 5160 Yonge Street, Toronto, ON

Reporting to: Director, Customer Service

Work Model: In-Office / Not Hybrid

Grade: I

Posting Status: Open

Salary Range: The salary range for this position is $53,500 - $79,240 per year

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 Customer Service Representative role is responsible for completing all scanning, batching, and processing of warranty claim forms and supporting documents and ensures quality assurance by investigating, scanning and processing errors and resolving them or identifying a plan of action to resolve them with management. The systems we use are Salesforce, Kofax and Content Navigator. Experience with any of these systems would be helpful.

The role also communicates via email with all of our Internal and external stakeholders regarding resolution of complaints related to processing.

This is a full-time in office role, requiring working five (5) days in the office per week. (There is no remote component to the position.)

Responsibilities include:

• Greet stakeholders in person to determine purpose of their visit and assist with inquiry or direct them to the appropriate person or department
• Mange the reception desk ensuring the area is tidy, organized and maintaining the required visitor logs and security badges to ensure safety of the office
• Perform administrative mail duties including sorting, scan, uploading incoming mail and photocopying documents as required by stakeholders
• Review and respond to emails from our stakeholders by reviewing the file to understand the context for the question and ensure your response is concise, in plain language for ease of understanding and accurate and timely
• Bring any issues of reputational risk to the attention of management
• Provide information about warranty coverage and how to make a claim
• Process warranty forms and documents
• Troubleshoot Issues that prevent warranty forms from auto processing
• Assist with resolving MyHome and Builder Link issues via email, and assist with submission of forms
• Scan documents, including image check and validation.
• Upload documents into Content Navigator using the appropriate attributes.
• Respond to our customers using Outlook and/or our Front email system
• Assist with data cleanup tasks within the team
• Assist the team and the business analyst with document processing complaints
• Upload documents to Content Navigator with accuracy
• Escalate emails to supervisor where required
• Responsible for resolution/action of worklists/tasks assigned to the CS Team

Qualifications:

• Minimum Community College Diploma (or equivalent)
• 1-2 years customer service and/or telephone support experience
• Excellent listening and verbal communication skills
• Attention to detail is a strong requirement
• Must possess a strong customer service and team player orientation
• Ability to Investigate and trouble shoot…