Customer Care Technician

2 weeks ago

Toronto, Canada MADISON HOMES HOLDINGS Full time

**Title**: Customer Care Technician

**Department**:Customer Care

**Reports to**: Manager, Customer Care

**Our History**:
The Madison Group is a widely diversified real estate and land development company with extensive experience in building master
- planned communities, low-rise and high-rise residential projects and also operates a substantial portfolio of retail, commercial and industrial projects.

For over 55 years, Madison Group has built its foundation on integrity and innovation and our commitment to our customers is our foremost priority. Madison Group focuses on creating quality homes & residences in desirable areas firmly rooted in a sense of community. Our reputation is defined by the talent, dedication, and passion of our team. For further information, please refer to Madison Homes’ website at MadisonGroup.ca

**The Role**:
We are looking for an experienced, independent, reliable, and flexible Customer Care Technician who understands and is committed to the genuine care and outstanding experience of our customers. The Customer Care Technician will report to the Manager, Customer Care and work closely with Site Teams to deliver, inspired, committed and extraordinary service.

As a proactive member of the team whose passion is to work with people, you will work to address the expressed and unexpressed needs of our customers, while responding to service requests coordinated with on-site Customer Care Team. Your main responsibilities will include:

- Completing work orders and service calls issued by on-site Customer Care team
- Concluding investigative inspections, diagnosis, and repair. This includes drywall repair, minor fixture & millwork repair, painting, caulking, minor flooring, grouting and minor plumbing and more.
- Consistently performing to exceed our customer’s expectations as a representative of the company
- Performing hands-on broad range of repairs in a timely, professional, and safe manner as instructed by the on-site service team
- Communicating proficiently and professionally with the Supervisor, Co-workers, Clients and trades
- Reviewing work orders and executing required tasks accordingly
- Documenting service notes, material & trade requirements and providing status updates for all work orders
- Practicing safe and professional driving habits when traveling in company or personal vehicles
- Ensuring all safety procedures are followed on a daily basis
- Conducting Home Owner Orientations (PDI) as required
- Assisting the on-site customer care team in a broad range of roles as required
- Performing other related duties as required

**Required Skills and Qualifications**:

- Strong customer service orientation and demonstrated customer service skills
- Ability to communicate effectively (written and verbal) and be attentive to appropriate customer friendly social interactions
- Understand the importance of and be compliant with the company dress code
- Ability to work independently and as member of a larger handyman team
- Ability to relate well with others and foster a positive team environment
- Willingness and ability to learn through training and through skills-sharing with colleagues
- Solid history of handyman experience completing repairs
- Proactive investigative and troubleshooting ability with a technical expertise in a diversity range of construction challenges
- Demonstrated history of creating and implementing appropriate, cost effective hands-on solutions
- Strong time management skills, being extremely detailed oriented and a team player
- Flexible and able to react and adapt to changes in anticipated daily plan or task
- Valid driver’s license and good driving record
- Daily travel between various client locations may be required

**Additional Information**:

- Personal vehicle and tools required

We are committed to providing accommodations for people with disabilities. Accommodations are available upon request to ensure that we meet your needs.

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