Homeowner Relations Coordinator

The Opportunity

A high-end residential production builder based in Burlington, Ontario, specializing in single-detached and estate homes recognized for their award-winning quality and design, is continuing to grow with new communities launching across the Greater Toronto Area.

They are looking for a customer-focused and highly organized Homeowner Relations Coordinator to oversee the homeowner experience from Pre-Delivery Inspection (PDI) through the end of their warranty coverage.

Reporting to the Homeowner Relations Manager, you will serve as the primary point of contact for homeowners, coordinating inspections, managing warranty requests, scheduling trades, and ensuring concerns are addressed promptly and professionally.

This role is ideal for someone with residential construction or warranty administration experience who takes ownership, communicates with confidence, and can balance customer expectations with construction timelines and Tarion requirements.

What You'll Be Doing

• Coordinate and schedule Pre-Delivery Inspections (PDIs) with homeowners, Site Supervisors, and Construction teams.
• Review homeowner file hand-offs from Sales, Contracts, and Production to ensure all information and documentation are complete in the company's internal system.
• Prepare PDI packages, including Tarion Certificates of Completion and Possession and homeowner orientation materials.
• Conduct homeowner orientations, explaining home systems, maintenance responsibilities, and warranty coverage.
• Document PDI deficiencies and track outstanding items through to completion.
• Coordinate closing-day logistics with Site and Production teams to ensure homes are delivered on schedule and to expected standards.
• Act as the primary point of contact for homeowners from PDI through the end of their warranty coverage.
• Respond to homeowner inquiries, calls, emails, and written correspondence in a timely and professional manner.
• Educate homeowners on warranty submission processes, coverage, and ongoing maintenance responsibilities.
• Communicate post-closing community updates, including curb, sidewalk, driveway paving, sod, and asphalt installation schedules.
• Manage sensitive homeowner concerns with empathy, professionalism, and a solutions-oriented approach.
• Escalate complex issues to the Homeowner Relations Manager when required.
• Receive, review, and log warranty requests, including Tarion 30-Day, Mid-Year, Year-End, and Major Structural Defect submissions.
• Ensure warranty submissions are acknowledged and managed within required Tarion timelines.
• Review warranty items against Tarion's Construction Performance Guidelines and coordinate inspections with the After-Sales Service Technician.
• Create, assign, and track warranty work orders.
• Coordinate trades, schedule repairs, and confirm access with homeowners.
• Follow up to ensure deficiencies are resolved, obtain homeowner sign-off, and close work orders.
• Monitor Tarion correspondence, conciliation requests, and deadlines.
• Identify recurring deficiencies and trade performance trends, communicating findings to Homeowner Relations and Production teams. Maintain accurate homeowner records, including contact information, closing dates, and warranty documentation.
• Keep warranty logs, work order histories, and homeowner correspondence organized and audit-ready.
• Prepare regular reports on outstanding warranty items, aging work orders, and upcoming PDIs.
• Support process improvements and internal system development as the company expands.
• Collaborate with Sales, Décor Studio, Production, and Site teams to ensure a seamless homeowner experience.

What You'll Need To Be Successful

• Minimum 5 years of related experience in homeowner relations, customer service, warranty administration, or a similar role.
• Residential construction experience is strongly preferred.
• Working knowledge of Tarion warranty coverage, PDI procedures, and Construction Performance Guidelines is a strong asset.
• Experience with Newstar is an asset, with the ability to quickly learn new software platforms.
• Strong Microsoft Office skills, particularly Excel.
• Exceptional customer service and interpersonal skills, with the ability to navigate sensitive or challenging conversations professionally.
• Excellent written and verbal communication skills.
• Highly organized with strong attention to detail and the ability to manage multiple priorities and firm deadlines.
• Self-motivated and capable of working independently while contributing to a close-knit team.

Salary Range: $60,000- $70,000