Warranty & Homeowner Care Coordinator – Patten Homes | #0072 Thomas Cavanagh Construction in Ottawa

For more than 25 years, Patten Homes has been building thoughtfully designed homes and communities across the Ottawa region.

From the beginning, the focus has never been on building the most homes, it has been on building them well. Every Patten home is created with intention – balancing thoughtful design, lasting quality, and real-world functionality to support the way people live today.

As part of the Cavanagh Group of Companies, Patten Homes is backed by more than 70 years of construction expertise. This foundation brings a depth of knowledge, discipline, and accountability to every community we build. It also reinforces the values that guide our work every day: integrity, quality, teamwork, accountability, community-mindedness, and a commitment to health, safety, and well-being.

Together, these principles shape how we build, how we serve homeowners, and how we continue to grow responsibly.

Overview

The Warranty & Homeowner Care Coordinator supports the homeowner experience from the post-sale stage through construction, possession, and the post-possession warranty period. Reporting to the Warranty & Customer Care Manager, this role coordinates purchaser communications, construction updates, pre-possession activities, deficiency resolution, and warranty service requests.
Working closely with Sales, Construction, Site Supervision, trades, and administration, the Coordinator helps ensure purchasers receive timely and accurate information, outstanding items are tracked and resolved, and warranty obligations are administered in accordance with company procedures and applicable Tarion requirements. This is a hands‑on coordination role suited to an organized, customer-focused individual who can manage multiple priorities, maintain accurate records, build positive homeowner relationships, and ensure commitments are followed through to completion.

Duties and Responsibilities:

Post-Sale Customer Care & Communication

• Serve as a key point of contact for purchasers following the sale of their home, supporting them throughout the construction and possession process.
• Establish and maintain positive homeowner relationships through proactive communication, timely responses, and consistent follow‑up.
• Coordinate purchaser communications and provide updates on construction progress, key milestones, anticipated possession dates, and next steps in collaboration with the construction team.
• Coordinate purchaser meetings, site visits, and other customer care appointments in accordance with company procedures.
• Respond to purchaser inquiries and concerns, ensuring questions are directed to the appropriate team member and followed through to resolution.
• Set clear expectations regarding construction timelines, possession activities, deficiencies, and warranty processes.
• Document purchaser communications, commitments, and outstanding concerns to support continuity and accountability.
• Identify and elevate sensitive customer concerns, potential delays, and issues requiring management involvement.
• Support a smooth transition of purchaser information and commitments from Sales to Construction and Customer Care.

Pre-Possession & Closing Coordination

• Coordinate customer care activities leading up to possession in collaboration with Construction, Sales, and administration.
• Schedule and coordinate pre‑delivery inspections (PDIs), homeowner orientations, and other applicable purchaser appointments.
• Document deficiencies identified during inspections and coordinate follow‑up with site supervision and the construction team.
• Maintain deficiency logs and monitor outstanding items, responsible parties, and anticipated completion dates.
• Communicate updates to purchasers regarding outstanding deficiencies and possession‑related activities.
• Maintain accurate inspection records, purchaser correspondence, and follow‑up documentation.
• Support the timely completion of pre‑possession customer care activities in accordance with company procedures and applicable requirements.

Tarion Warranty Administration & Post-Possession Service

• Coordinate the administration and tracking of homeowner warranty requests in accordance with applicable Tarion warranty processes, company procedures, and direction from the Warranty & Customer Care Manager.
• Assist homeowners with understanding applicable warranty submission processes, forms, deadlines, and next steps.
• Receive, review, log, and track homeowner service requests and warranty‑related correspondence.
• Assist with the preparation, review, submission, and tracking of applicable Tarion documentation and warranty forms, as assigned.
• Monitor applicable warranty timelines and submission deadlines and bring upcoming or overdue items to the Manager’s attention.
• Coordinate inspections, service appointments, and approved repairs with construction personnel, trades, suppliers, and service providers.
• Communicate service schedules, progress updates, and next steps to homeowners.
• Follow up on outstanding warranty items to support timely completion and resolution.
• Maintain accurate records of warranty requests, inspections, correspondence, repair work, and completion status.
• Escalate disputed warranty items, potential Tarion claims, complex technical matters, and significant customer concerns to the Warranty & Homeowner Care Manager.

Deficiency & Warranty Service Coordination

• Coordinate the tracking and resolution of deficiencies identified during construction, at the PDI, and following possession.
• Work with site supervisors and construction personnel to determine appropriate next steps and coordinate corrective work.
• Schedule trades and service providers, confirm access arrangements, and communicate repair requirements.
• Monitor outstanding service requests and follow up with responsible parties to ensure commitments are met.
• Confirm completion of service work and document outcomes, including any outstanding follow‑up requirements.
• Identify recurring deficiencies, repeat service calls, and potential quality concerns and report them to the Manager and construction team.
• Help ensure service requests are handled consistently and in accordance with company quality standards and approved procedures.

Internal & Trade Coordination

• Collaborate with Sales, Construction, Site Supervision, and administration to maintain consistent and professional homeowner experience.
• Coordinate with trades and suppliers to schedule service work and monitor completion.
• Follow up on outstanding commitments and communicate scheduling changes or delays to affected homeowners.
• Maintain clear records of service instructions, trade appointments, homeowner communications, and repair outcomes.
• Communicate recurring customer concerns and construction quality issues to the appropriate internal stakeholders.
• Support effective coordination between the Warranty & Customer Care Manager and the broader construction team.

Administration, Reporting & Process Improvement

• Maintain organized purchaser files, PDI reports, deficiency logs, warranty records, and customer correspondence.
• Update warranty tracking systems and customer databases to ensure accurate and current information.
• Assist with monitoring applicable Tarion forms, submission requirements, service timelines, and warranty deadlines.
• Prepare reports on outstanding deficiencies, warranty requests, service completion, and recurring issues.
• Assist in tracking warranty‑related costs and identifying opportunities to reduce repeat service calls and improve construction quality.
• Maintain customer care templates, checklists, procedures, and communication standards.
• Identify opportunities to improve service coordination, recordkeeping, and the overall homeowner experience.
• Perform other related duties as required.

Requirements:

• 2–5 years of experience in customer service, residential construction, warranty coordination, or a related field.
• Experience with a residential homebuilder and familiarity with the purchaser journey from sale through possession and warranty service is preferred.
• Familiarity with Tarion and Ontario’s new home warranty framework is an asset.
• Strong written and verbal communication skills, with the ability to handle homeowner inquiries professionally and tactfully.
• Excellent organizational skills and the ability to manage multiple requests, appointments, and deadlines.
• Strong attention to detail and accurate recordkeeping.
• Proficiency in Microsoft Office and the ability to learn construction management, customer relationship management, and warranty tracking systems.
• Valid driver’s license and reliable transportation for site visits when required.

Key Competencies

• Customer service: Builds trust through proactive communication, responsiveness, and follow‑through.
• Organization and accountability: Tracks commitments and ensures outstanding items are actioned.
• Communication: Provides clear, professional, and timely updates to homeowners and internal stakeholders.
• Problem‑solving: Identifies issues early and coordinates practical solutions.
• Collaboration: Works effectively with construction teams, trades, and internal departments.
• Attention to detail: Maintains accurate records and monitors deadlines and outstanding requirements.
• Professional judgment: Recognizes when issues require management direction, technical expertise, or escalation.

Cavanagh Employee Benefits:

• Family oriented work environment
• Attractive, competitive compensation for qualified candidates
• Internal growth opportunities
• Training and development opportunities
• Benefit, Wellness and Pension Plans

Wage Range

The salary range for this position in Ontario at the start of employment is expected to be between $60,000 and $75,000 per year. However, the wage offered is based on local job market factors and may vary further depending on factors specific to the selected job candidate, such as job‑related knowledge, skills, experience, and other objective business considerations.

The above statements are intended to describe the general nature and level of work being performed by people assigned to the classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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