Sheila joined Mattamy Homes in 2018 as a Warranty Service Technician in our Orlando Division, a role she has proudly held ever since.
I just arrived in my community and am going through my emails to check on any emergencies from the night before – toilet back-up, power outage, no AC – that may have occurred during the evening. Once I’ve got a handle on those, I’m making a list of the homeowners I need to contact to ensure the emergency has been resolved or, making sure the on-call technician has contacted the appropriate trade partner. My role as a Warranty Service Technician is to support homeowners during the warranty coverage period of their new home. This includes everything workmanship-related including things like plumbing, electrical, air conditioning, roofing and paint. In my role, I’m responsible for helping the homeowners in my assigned community resolve any issues that may arise during the initial ownership of their home.
My trade partners – roofers, electricians, plumbers, air conditioning technicians or painters – are starting to arrive. When they arrive, I head to the home requiring repairs to meet them and walk them through the scope of work they need to complete. During this time, I am also checking in with my homeowners, taking photos of and notes on the areas of concern and entering the information into our online record system.
Once I’ve got a handle on the outstanding service requests, I start making phone calls to my new homeowners, welcoming them to the community and introducing myself. I’m also reaching out to schedule in-person appointments with each of them. Depending on each homeowner’s schedule, I may meet with them in the morning or afternoon.
As I’m wrapping up a call with a new homeowner, another trade partner has arrived on site. I’m heading to the home to meet with them and ensure they have everything they need to complete their assigned work.
I’m on my way, with housewarming gift in-hand, to welcome a new homeowner to the community. This is my favourite part of the day. During our meeting, I’ll go over the workmanship warranty package, what’s covered and what’s not, and the process for reporting warranty issues. I also take this time to educate the homeowners on maintenance of their new home and let them know how important it is to familiarize themselves with it. I’ll typically have 3-4 appointments like this per day.
Customer service is number one – you’ve got to have a passion for people! It’s also really important to be consistent – do what you say, say what you do. Get to know your community and your homeowners. As a Warranty Service Technician, you also need to be easy to approach and earn the trust of every one of your homeowners. You want them to be comfortable coming to you with any questions or concerns they might have. I think it’s equally important that you are proactive as well as have that sense of urgency. When homeowners are contacting you, they need your help and they need it now. They might be upset, scared or stressed. You must be empathetic and show them that their concerns matter and that you are going to do what you can to help them, as quickly as you can.
The COVID-19 pandemic has been quite challenging but also a big learning opportunity. We had to implement and navigate new protocols to protect the health of our homeowners, our trades and ourselves as well. Instead of doing in-person meetings with my new homeowners, we utilized technology like FaceTime or phone calls to get to know one another. It added another level of complexity that I wasn’t used to and made me realize how valuable those personal interactions with homeowners are. I’ve learned the importance of being transparent, honest and making sure that every action you take is for the right reasons. All we can do is try our best to help, be accommodating and give people the respect and kindness that they deserve.
Integrity, consistency, honesty and transparency.
Excellence. Mattamy is not a subpar builder; we expect and strive for excellence not only when it comes to building our homes but all around – from our people, trades and products. We are the best of the best and we expect that from everyone involved.
Mattamy’s focus on giving is incredible. I had the opportunity to help build beds for children and families in need through Sleep in Heavenly Peace, a non-profit organization based in Orlando. A group of us from the Division utilized Mattamy’s Volunteer Program and took a volunteer day to participate. Together, we built and assembled 21 beds. I’ve never been a part of an organization that puts such a strong emphasis on giving back to the community. I love being a part of that.
Go for it! You will not regret it. But most importantly…. HAVE FUN!!!
What does it really look like to work at Mattamy? Get to know some of our team members as they share their own Mattamy stories.