Customer Care Representative in Markham, Ontario at JD Development Group

Position Overview
The Customer Care Representative provides valuable assistance, support, and guidance to homeowners who have recently taken possession of their new home from JD Development Group. This role focuses heavily on communicating directly with homeowners to address their questions, concerns, and service requests while managing warranty-related processes including Tarion deficiencies, ensuring every homeowner feels confident and well-supported after move-in.

Key Responsibilities:

• Act as the primary point of contact for homeowners by communicating with them through phone calls, emails, and other channels to respond quickly to their concerns and provide clear resolutions or next steps
• Ensure a 24-hour response time commitment to all homeowner inquiries, requests, and service calls regardless of how they reach out to our team
• Manage and handle all Tarion warranty-related items including Pre-Delivery Inspection (PDI) deficiencies, 30-day walkthrough deficiencies, and year-end warranty items using our QAPAD deficiency tracking system
• Follow up diligently and keep detailed records of all on-site incidents reported by homeowners at our current projects, including examples such as water leaks, vandalism damage, appliance malfunctions, and other service issues
• Conduct Pre-Delivery Inspections (PDIs) directly with homeowners when requested, or coordinate them on their behalf with our site teams
• Maintain consistent, accurate, and highly organized administration of all homeowner-related documentation including digital files, paper records, departmental mail distribution, copying, professional correspondence, and database management
• Work closely and coordinate effectively with multiple departments including construction site teams, tradespeople, and head office staff to ensure homeowner issues are resolved smoothly and efficiently

Skills and Experience Required:

• 3+ years customer care/warranty experience (residential construction preferred)
• Condominium or new home experience (strong asset)
• Excellent communication skills - verbal, written (spelling/grammar), and active listening for homeowner interactions
• Knowledge of Tarion warranty program & Construction Performance Guidelines (required)
• Strong organization, time management, and relationship-building skills
• Proficient in MS Office (Outlook, Word, Excel)
• A valid driver's license and access to a reliable vehicle for occasional site visits