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Customer Care Coordinator

3 months ago

Mississauga, Ontario, Canada Amacon Full time
Salary: $75k - $85k

About Us

Driven by a passion for detail and a tradition of excellence in design and architecture, Amacon is recognized as one of Canada's most influential real estate development and construction firms. With five decades of development and construction expertise, a precise level of design and craftsmanship is evident in all the homes and commercial developments that Amacon builds.

Position Summary

Amacon is looking for a dynamic individual with an eye for detail and high service level standards to join the Customer Care team. This position is the point person to our valued customers and homeowners and will provide the highest quality customer care in pre-occupancy and after occupancy of their units. There are integral administrative duties within the Customer Care department that are required to maintain efficiency and be on schedule and on budget.

Position Responsibilities

  • Provide superior customer service during Pre-Delivery Inspection ("PDI") and with walk-in customers
  • Ensure timely responses within 24 hours to all email inquiries
  • Educate and direct homeowners on how to submit deficiencies (ex. for new concerns, 30 days, etc.)
  • Follow up and monitor progress of individual requested items/claims by homeowner to ensure completion of these
  • Record and keep a detailed record of deficiencies
  • Coordinate with the IT team for repairs within the office
  • Create Tarion Certificate of Completion and Possession (CCPs)
  • Create a positive environment for the Customer Care team and homeowners
  • KPI - Help achieve ZDAC (Zero Deficiency at Closing)
  • Review the Tarion portal daily and print off all items reported per suite
  • Track PDIs and deficiency correction reports
  • CCPs to lawyers and release keys as per Lawyer's advice
  • Complete time sheets for Customer Care team members
  • Generate daily production and efficiency reports
  • Ensure the highest quality in our product and act as the quality control in new construction projects
  • Conduct suite occupancy checks on day of occupancy/closing
  • Provide reception coverage on an as-needed basis
  • Arrange meetings with homeowners at their convenience bearing in mind that your hours of work may vary and extending to some p.m. hours as required
  • Coordinate, meet, and follow up with trades to arrange deficiency repairs, make changes/corrections, etc. as required
  • Maintain a filing system for control of all customer lists, warranty calls, quality control lists, correspondence, and work orders by homeowners per project
  • Other administrative duties and/or special projects as assigned

Qualifications and Skills

  • Education: High School Diploma with a degree or diploma with an industry-related focus
  • Experience: 2+ year in customer service in a similar industry
    • Previous construction and/or customer service, or project management experience an asset
  • Asset: Valid driver's license and access to a reliable vehicle
  • Tarion Warranty Service and CPG knowledge is a must
  • Knowledge/experience in the high-rise new home construction industry
  • Strong understanding of standard industry terminology, specifications, and general practices
  • Strong communication and customer service skills
  • Ability to read blacklines/floor plans
  • Customer service focused with a talent for problem solving and conflict resolution skills
  • Must be punctual and reliable with a strong work ethic
  • Excellent organizational and time management skills
  • Must have a strong attention for detail and be very organized
  • Self-motivated and adaptable with a strong willingness to learn and be challenged
  • Computer Skills: Strong understanding of the Microsoft Office Suite

Additional Information

Amacon is an equal-opportunity employer who offers competitive compensation and benefit programs. This full-time salaried position works 8:30 am - 5:00 pm, Monday through Friday and is located in Mississauga.

Please apply through via the link provided:

Thank you for your interest; due to the volume of applications, only short-listed applicants will be contacted. No phone calls, please.