Warranty Specialist

Located in Calgary, Alberta

The Alberta New Home Warranty Program Group of Companies (ANHWP Group), is Alberta’s most experienced and most trusted new home warranty provider and educator for homebuilders. As Alberta’s leader in new home warranty products and services for over 45 years, we continue to raise the bar to meet the needs of homeowners and our Builder Members.

This position resides with The Alberta New Home Warranty Program (ANHWP) and works alongside The New Home Warranty Insurance (Canada) Corporation (NHWICC) and the Professional Home Builders Institute of Alberta (PHBI).

We’re building our team and are looking for a Warranty Specialist to help manage and deliver a superior customer experience for our home builders.

Reporting to the Customer Engagement Manager, the Warranty Specialist is responsible for our small to medium customer base, ensuring customer satisfaction metrics are met and exceeded, and that revenue and growth goals are empowered through a superior understanding of customer experience drivers and needs.

With an understanding of The Program’s vision and mission, the Warranty Specialist’s primary responsibility is to identify customer needs and promote appropriate solutions to existing and prospective customers to achieve profitable growth, drive customer satisfaction, and advance the corporate brand through superior delivery of our products and services.

Accountable for

You’ll be part of the Customer Solutions (sales) team and be responsible for Account Management, including achieving sales and satisfaction goals. As part of a Growth Acceleration group, you will also bring your customer insights fully-forward into helping develop in-demand products and services that will seek to enhance density and utilization within all customer segments. As an employee within the organization, and in the greater industry-at-large, you will represent and demonstrate our organization’s values. Ideally, you’re a strong collaborator with disciplined account management skills, all underscored by a positive and supportive attitude and approach. You’ve had experience successfully managing a large account portfolio and have a keen and enthusiastic interest in understanding the customer journey.

This role requires a self-starter who can handle multiple tasks, customer challenges and pressure. You are a goal-oriented individual who can get things done, but you also understand that it takes a team to do so, and as such you’re comfortable working with colleagues to contribute, delegate, and support as necessary. Further, you’re comfortable in a digital-forward environment, and have had solid experience operating within a sales-based CRM to drive accountability and success.

Responsibilities

The primary responsibilities of the Warranty Specialist are:

  • The role interacts with customers and colleagues at all levels and provides strategic advice and input regarding customer solutions, customer engagement, business development, and operational improvements for Builder Members.
  • Contribute as member of the Customer Solutions team and engage with members to ensure Builder Member relationships are acquired, retained, and enhanced.
  •  Meet monthly key performance indicators (KPI‘s)

Revenue and Growth

  • Responsible for customer acquisition and retention processes in our homebuilder customer segments
  • Responsible for the achievement of key customer satisfaction and growth metrics, including Membership
  • Work with Marketing teams to deliver product/service diversification and market-share growth strategies, including new Member acquisition
  • Actively promote the services of the Professional Home Builders Institute (“PHBI”) and work with PHBI to grow utilization within the Membership
  • Alert the Manager, Risk & Underwriting of any builders or industry organizations who are encountering business problems which may impact the Organization or NHWICC.
  • Work with Marketing to ensure that prerequisites (like Point of Sales materials, campaign requirements, and homeowner supports) are fulfilled within a timely manner and are created to meet customer preferences

Customer Experience

  • Create a consistently respectful, responsive, and positive experience for customers in a way that drives meaningful loyalty, retention and mutual value creation
  • Solve Builder Member account issues as they arise, supporting all departments in resolving concerns on Member-related issues
  • Bring innovative best practices to enhance the Organization’s competency and position within the customer experience space

Service Development

  • Work with other Managers and the Customer Solutions Team to find ways to upsell or cross-sell to increase revenue and build brand awareness
  • Work with Operations teams to assess customer needs and requirements to deliver exceptional service to our builder members

Reputation

  • Using knowledge of customers, market, and competitors, identify and develop the Organization’s unique selling propositions and differentiators.
  • Represent the Organization in line with the corporate brand, values and behaviors.

Continuous Improvement:

  • Ensure that data is accurately entered and managed within the Organization’s CRM and work with relevant departments to ensure the CRM is constantly adapted to improve efficiency
  • Understand and integrate industry trends to improve forecasts and the identification of opportunities and risks

Skills & Experience

  • Level 1 General Insurance Agent – currently licenced/required within 90 days of employment
  • 3+ years of experience in account management and relationship development in a high-performance sales team in residential home warranty, insurance, or a related industry
  • Experience in documenting and managing customer experience
  • Experience as a member of a cross-functional management team
  • Experience using CRMs (Salesforce and Dyanmics365 preferred) and Microsoft Office suite of products

Knowledge

  • Strong general knowledge of homebuilders and homeowners, and the homebuilding industry-at-large, as well as understanding of structured sales processes
  • Excellent organizational skills and the ability to prioritize and adapt to a variety of situations, judgment, reasoning, and problem resolution skills
  • Considered asset: knowledge of construction practices and project management skills

Why you should join us

The Alberta New Home Warranty Program Group of Companies offers challenging and meaningful work, a positive work environment with amazing colleagues.  Our benefit package includes:

  • Hybrid/remote work structure
  • Annual short-term incentive pay (bonus program)
  • Paid sick time and flex days
  • Medical, dental and vision benefits
  • Health Spending Account
  • Pension plan (RPP company matching)
  • On-the-job training
  • Company events
  • Progressive corporate culture that supports our greatest assets – our people

Core Competencies

  • Customer Focus

  • Continuous Improvement

  • Valuing and Respecting People

  • Empowerment and Accountability

  • Actions and Decisions Based on Fact

  • Ethics and Integrity

  • Communication

  • Team Work

  • Results Orientation

  • Analysis and Problem Solving

  • Planning and Organizing

  • Quality Orientation

  • Time Management

  • Creative and Innovative Thinking