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Customer Care Associate

2 months ago

Concord, Ontario, Canada Empire Communities Full time
Customer Care Associate

Join our team as a Customer Care Associate and play a vital role in ensuring client satisfaction and peace of mind from the point of sale through to 30 days post-close.

About the Role

The Customer Care Associate is responsible for overseeing and promptly addressing customer concerns, resolving issues effectively, and building enduring relationships with homeowners in both Low-Rise and High-Rise developments.

Key Responsibilities
  • Customer engagement via email and phone calls, addressing questions, and ensuring overall customer satisfaction from post-sale through to 30-days post-close.
  • Resolving customer concerns and issues in a timely and effective manner, coordinating with relevant teams as needed.
  • Collaborating with various departments to provide seamless support and communication to our customers.
  • Serving as the lead point of contact for all customer account management matters, including negotiating agreements to meet closing timelines.
  • Updating documentation and preparing reports for various processes, status updates, and assisting with challenging client requests or issue escalations.
  • Acting as a client advocate within the organization, working with internal departments to understand and satisfy client needs.
  • Maintaining updated knowledge of homebuilding industry and organizational product/service knowledge to better serve customer inquiries and concerns.
Requirements
  • College Diploma or Bachelor's Degree.
  • 3-5 years in a customer service role.
  • Home building industry experience considered an asset.
  • Excellent communication (verbal and written) and interpersonal skills.
  • Strong problem-solving skills with the ability to demonstrate empathy and active listening skills.
  • Ability to build rapport and collaborate with others within the company and externally.
  • Ability to understand consumer behaviors and home building industry trends.
  • Organizational ability and attention to detail to manage multiple accounts at one time.
  • Time management and multitasking skills to transition among client accounts easily.
  • Negotiation skills to persuade purchasers and internal stakeholders in multiple scenarios.
  • Microsoft Office applications Excel, Word, and Outlook.
About Empire

We are one of North America's largest private homebuilders, with a commitment to creating communities and experiences that matter for our homeowners and team members.

Why Join Us?
  • Opportunity to collaborate with skilled and visionary professionals.
  • Exclusive discounts on Empire Homes through our Employee Home Ownership Program.
  • Employer-paid benefits for peace of mind.
  • Flexible, hybrid work model.
  • Invest in your future with employer-sponsored RRSP plans.
  • Continuing education support and opportunities for learning & development.