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Customer Experience Coordinator
4 days ago
Our client is a Residential Developer in the low, mid and high rise sectors
The primary purpose of the role is to support the Customer Experience Team in their day-to-day operations, through interactions with homeowner’s, from the point of sale until the date of possession.
The Customer Experience Specialist position is best suited to a detail-oriented, organized individual who is passionate about Customer Service Excellence. Someone who possesses a self-motivating attitude and who enjoys working both independently and as part of a dynamic team.
ROLES AND RESONSIBILITIES
The Experience Specialist will be responsible for activities such as, but not limited to:
• Homeowner’s primary point of contact
• Responds to all inquiries from point of sale until final closing
JOB DESCRIPTION
• Provide Superior homeowner satisfaction and build Customer Loyalty
• Carry out Customer Service related activities in the day to day operations of the Customer Experience department
• Respond to all homeowner related issues promptly and in a professional manner
• Provide fair, timely, quality, and consistent service to homeowners
• Follow-up on homeowner concerns and inquiries by providing prompt accurate responses max of 1 business day
• Prepare closing date schedule change notices
• Prepare and distribute weekly occupancy reports
• Prepare cheque requisitions
• Liaison with all site office, including Sales, Construction and Customer Care and any outside agencies
• Assist in creating content for internal and external communications such as welcome letters, Quarterly updates, newsletters
• Ensure homeowner portal has the most accurate and update information
• Collaborate with Construction regarding occupancy schedule and construction status
• Provide proactive and on-going communications to homeowner’s, such as construction updates, registration, how to prepare for occupancy.
KEY ATTRIBUTES OF THE POSITION
• Demonstrated ability to balance multiple priorities in a dynamic environment
• Demonstrated commitment to continuous learning
• Going the extra mile to engage homeowners
• Positive, enthusiastic and outgoing
• Fluent in written and spoken English
• Adaptable to changing environments
PREFERRED SKILLS
• Outstanding customer service skills, anticipating and responding to the needs of our homeowner’s
• Knowledge of the Construction Performance Guidelines
• Strong time-management and organizational skills
• Works well in Team environments
QUALIFICATIONS AND EXPERIENCE
• Minimum 1-3 years’ experience in a similar role with a Developer
• Excellent interpersonal skills and proven ability to provide courteous, reliable support and high-quality customer service to employees, trades and homeowners
• Self-motivated, adaptable and flexible with the ability to work in a fast-paced environment
• Strong organizational skills and ability to prioritize effectively and meet deadlines; time management skills; and office management skills
• MS Office: Word, Excel, PowerPoint and Outlook
• Newstar Sales and/or Enterprise knowledge an asset
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