Service Coordinator
2 weeks ago
Company: Hopewell Residential Management
Job Type: Full-Time, Permanent
Department: Customer Care
Hopewell Residential Management LP (“Hopewell”) is one of Alberta’s leading residential development companies, building homes and creating communities where people love to live for more than 20 years. Hopewell is a fully integrated residential land development and homebuilding company, which prides itself on market leadership through the passionate pursuit of excellence and the goal of creating a valued legacy of outstanding new communities and beloved new homes.
It’s our mission to change the way people buy and enjoy their new-home building and new-home ownership experience. We want the home buying, home building, and homeownership experience with Hopewell to be the best there is, and we won’t settle for second place. We are in the process of building a world-class customer care team that will distinguish Hopewell as a leader in homeowner experience and customer service excellence.
Hopewell Residential currently has a full-time opportunity for a Service Coordinator to join our team.
Reporting:
This position will report directly to the Manager, Customer Experience & Warranty.
Key Responsibilities:
- Interact with homeowners, trades, suppliers and fellow employees via phone and email, delivering a high level of service, care and attention to the need in each call.
- Partner with the Customer Experience and Service teams in sourcing information to problem solve, coordinate efforts, and ultimately provide resolution for our homeowners’ concerns.
- Balance the responsibilities of the organization under Alberta New Home Warranty Program with delivering a best-in-class homeowner experience.
- Assist the Service team to integrate Hopewell’s customer philosophy throughout our systems, skills and attitudes, resulting in a positive company image and a continued positive experience for our homeowners.
- Perform accurate distribution or filing of department documentation.
- Schedule homeowner appointments as required.
- Support the service technician by providing necessary documents and inspection details for appointment preparation.
- Embrace new and evolving technology to improve efficiency.
- Maintain service database of customers, trades and work order information.
- Provide vacation cover and back up for other Coordinators when required.
- Attend Customer Care department meetings as required as well as participate in any scheduled corporate meetings as required.
- Other duties and responsibilities as assigned.
Qualifications:
- Minimum 1 year of progressive experience within residential housing industry.
- Strong administrative skills to include Microsoft Office and Outlook are necessary.
- Working knowledge of database systems such as Newstar, Sales Force, Vendorlink, and On Location would be considered an asset.
- Related knowledge, skills and experiences will be considered however previous experience as a Service or Construction Coordinator, Customer Relations, and/or Customer Care role is strong preferred.
- Ability to handle a high volume of communications daily, primarily via email, while demonstrating professionalism, tact and upholding the Hopewell customer philosophy in every interaction.
- Knowledge of provincially mandated new home warranty considered an asset.
- Excellent interpersonal and problem-solving skills.
- Ability to build and maintain relationships.
- Effective communications skills, both oral and written.
- Attention to detail and high level of accuracy.
- Very effective organization and time management skills.
- High school diploma or equivalent.
Working Conditions:
- Traditional core office hours are Monday to Friday, 8:00am to 5:00pm.
- Primarily a customer focused position.
- Fast paced and multi-tasking environment.
- Position requires sitting in front of a monitor for long periods of time.
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