Remote Early Intervention Representative - 12 Month Secondment

Early Intervention Representative, EIR061025 (12 Month Secondment)

Department: Warranty Services

Type of Position: Full Time, 12 Month Secondment

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

Reporting to: Manager, Warranty Services

Work Model: Hybrid – flexible work schedule (All remote work must be completed from your home office within the province of Ontario.)

Grade: J

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.

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.)

About the Role

The Early Resolution Team is responsible for assisting homeowners and builders who require our intervention at any time in our process. The team also assists the Warranty Services Representatives by working files so that they can resolve the files prior to conciliation.

Responsibilities include:

• Explain Tarion’s role and the inspection process; offer to send information on Tarion videos and explain the option of agreements. Also, discuss the CPG with the homeowner to explain and clarify the warranty coverage of specific items; review any specific exclusion(s) such as secondary damage, etc.
• Conduct an Early Resolution meeting whether by phone/email/teams or in-person.
• Update the required database, WOLI’s and add an interaction on the Case.
  
• Continuous development by staying current with CPG, relevant standards, corporate policies, modules and procedures. As well as new construction technologies, Salesforce updates/training.
• Service External Customers with Escalated or Complex Issues by identifying key issues.
• Provide fair, timely, consistent service to home buyers, owners, vendor/builders and their agents and other stakeholders and clients.
• Review complex and escalated files with a fresh perspective and develop solutions which may involve thinking outside the box.

A great candidate for this position will have:

• Community college diploma or university degree
• Minimum 3 years’ experience in customer service capacities
• Excellent people skills including listening skills and teambuilding skills
• Excellent negotiating, time management and interpersonal skills
• Excellent communication skills, verbal and written and formal presentation experience
• Previous dispute resolution/mediation training and experience an asset
• Ability to maintain confidences, exercise sound judgment and discretion and work collaboratively with others
• A comprehensive and working knowledge of the Ontario New Home Warranties Act is required
• Above average computer skills in Microsoft Office and Internet environment
• Strong observation and problem solving skills
• Occasional overnight travel required
• Access to High Speed Internet connection in home office is essential

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 EIR061025 by no later than June 24, 2025.