CLIENT CARE TECHNICIAN
THE ROLE
Reporting to the Quality + Client Care Lead, you will be an integral part of the response to maintaining quality on all our construction sites. With your eye for detail, our teams look to you to repair deficiencies to the highest standards and relay information back to clients to maintain a positive relationship. You’ll be actively involved in problem-solving sessions to generate the best solutions for repairs, and you’ll have the ability to put your ideas and carpentry skills to work. The volume of work will fluctuate based on the number of deficiencies and active projects, offering a dynamic and engaging work environment.
Here’s what you’ll get up to as the Client Care Technician:
Customer Care
Responding to warranty service calls scheduled by the Quality + Client Care Lead
Repair deficient items to a professional standard, to the satisfaction of ETRO’s quality expectations, and the client
Professional written and verbal communication with client and administrator
Sound knowledge of construction assemblies and finishes to troubleshoot problems accurately
Understanding of subcontractor and manufacturer’s warranties, and the ability to explain them to clients
Prioritizing various tasks while maintaining a positive relationship with clients
Maintain stock of regularly used tools and materials to allow for quick warranty call responses
Schedule workday realistically to meet service call appointment windows
Tracking hours and coding time appropriately to job-specific warranty cost codes
Actively participate in problem-solving sessions to find efficient and economical solutions
Submit an online report upon completion of each repair that includes information to help prevent repeated issues of the same nature
Project Sites
Perform carpentry and general site duties as required
Work on various job sites as needed when warranty repairs are not required
Cover team member vacations
Willingness and ability to move between sites and work with several ETRO team members
WHO YOU ARE
If we were to ask, people would describe you as:
A self-starter able to prioritize effectively; works well either independently or in a group.
A person of integrity, accountability, teamwork, innovation who’s committed to growth.
Motivated to find a solution when confronted by a problem - no matter the size.
One who seeks ways to do things better; eagerly activates and embraces change.
Curious, collaborative, passionate and extremely detail oriented (it’s a passion thing).
A thought leader who thinks ahead of the curve and spots trends.
A steward of your community; committed to giving back and serving others.
Able to work in a fast-paced environment; effectively manages workload to meet deadlines while remaining results oriented and delivering high quality work.
SKILLS / EXPERIENCE
On top of your passion to work in a growing business full of professionals in the trade, here’s what we’re looking for:
Ability to correct deficiencies - finish carpentry, hardware, drywall repairs, paint touch-ups, tile/flooring work
Familiarity with MEP systems and confidence in troubleshooting system errors and problems
Strong communication skills, both written and verbal, required
Familiarity with Google Suite applications and comfortable using a computer and/or tablet
Ability to communicate technical information clearly and effectively to clients and coworkers
OUR COMMITMENT TO YOU
At ETRO, our number one priority is our people. This means creating an environment and culture where our team members can thrive. Here’s a brief glimpse of what we offer to ensure that every ETRO team member is taken care of:
Programs and opportunities to continuously improve and develop skills, both personally and professionally, through an internal mentorship program and paid training.
Recognition programs to celebrate and congratulate excellence in the workplace.
A comprehensive Benefits Program.
A focus on health and wellness, including $500 a year towards fitness/movement related classes, passes, and memberships.
RRSP Matching Plan.
Support for team members growing their families with a generous Parental Leave Policy.
A team committed to community stewardship, with frequent opportunities to give back through our ETRO Gives Program. This allows employees to automatically deduct a charitable donation of their desired amount from their paycheque towards chosen charities, which is then matched by ETRO.
Two paid volunteer days per year.
The option to enjoy Flex Friday’s during the summer season.
The opportunity to join and take part in our Social, Sustainability, Lean, and Health & Wellness committees.
A PARTING NOTE
Thank you for considering us as the next team you elevate. If you couldn’t stop nodding as you read this, if your pulse quickened, or if we’ve hit the nail on the head (pardon the pun) for the career opportunity you’re seeking, we’d love to hear from you. To apply, send your resume and a statement that tell us why you’re the one we’re looking for to careers@etroconstruction.com. Please note: we will only respond to emails from candidates we are interested in pursuing further conversation with.
We so look forward to hearing from you.
Salary range
$28/hr - $35/hr