Customer Care Specialist, High Rise

6 months ago

Toronto, Canada MADISON HOMES HOLDINGS Full time

**Title**:Customer Care Specialist, High Rise

**Department**: Customer Care

**Reports to**:Manager, Customer Care High Rise

**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, personable, and reliable Customer Care Specialist to work directly with homeowners from PDI, occupancy, 30 Day, and year end. Duties include Tarion registration, reviewing deficiency lists, scheduling service people, documentation, and resolution of home deficiency with the aid of onsite manager. The Customer Care Specialist is responsible for caring for the needs of the Purchasers throughout the different phases of their new home buying experience.

As the Customer Care Specialist, your primary responsibilities will include:

- ** Homeowner Pre-Delivery Inspection Preparation**:

- Working with Project Team Members in preparing and assembling the Home Care Guide.
- Assisting the Customer Care Representative with office set up and entering, tracking, and booking appointments with Purchasers for Homeowner Orientations according to departmental policy.
- Preparing required documentation to be provided to purchasers during the Orientation, including TARION forms and utilities information.
- Conducting Quality Control inspection 1 hour prior to PDI appointment.
- Preparing the suite for PDI with required labels, and paint kit.
- Confirming the suite readiness prior to PDI.
- ** Homeowner Pre-Delivery Inspection**:

- Conducting PDI with Purchaser in accordance with departmental policy.
- Providing a complete and comprehensive orientation of the home’s mechanical functions, explaining operations, and warranty periods and care requirements.
- Recording any request Purchasers may have regarding the finishing of their home.
- Entering the requested items into the Deficiency System and assigning and notifying trades accordingly.
- Providing weekly report to team members on progress or issues that arise.
- Reviewing the completion of items reported at the time of PDI in comparison to Madison Group standards.
- Conducting home closing check prior to closing and file the report.
- Discussing site issues; achievements and milestones at Customer Care meetings.
- ** Post Occupancy Care**:

- Tracking and following up on work order completion.
- Providing timely, accurate responses to inquiries.
- Scheduling and planning Service Technician schedules and trades to address deficiencies from the 30-day, Pre-PDI, PDI and Year-end requests.
- Working in conjunction with the Quality Assurance Division and handymen to service items.
- Assisting with compiling new home packages, key packages.
- Attending Customer Care or Tarion seminars and attends home purchaser functions as required.
- Complying with legal, legislative, and corporate safety requirements.
- Assisting other associates when required in the interest of homeowners.

**Required Skills and Qualifications**:

- 2 years of industry experience with strong knowledge of the construction process (High rise experience preferred)
- Strong attention to detail
- Proven positive focus on the Customer (both internal and external)
- Ability to be proactive and anticipate job requirements; takes ownership of tasks and consistent follow through
- Continuously demonstrates personal integrity though out all daily activities
- Intelligent and able to learn
- Open-minded, resourceful, flexible, and adaptable to change
- Ability to work in a team environment or on individual basis
- Strives for quality and continuous improvement
- Valid Driver License and access to a vehicle

**Additional Information**:

- Schedule: Permanent, Full-Time
- Location: Expectation to move from site to site with mínimal notice in accordance with company goals. Locations will encompass the entire Greater Toronto Area.

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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