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Customer Service Representative

4 months ago

Burlington, Canada Adi Development Group Full time

Adi Development Group is one of Canada’s leading, most innovative real estate development, construction management and investment company. With over 4000 units and $3Billion of built value under development throughout the GTHA, We are on an insurgent mission to re-invent the customer experience and to deliver homes faster, better and more cost effectively to our customers. As an Adian you will have the opportunity to shape communities and create lasting landmarks that will be admired for generations. The life-defining work you will do with Adi will directly impact and positively change the lives of our customers and communities we serve. We champion ownership and encourage all of our team members to think and act like owners. Adi is committed to not only develop buildings, but to developing the leaders of tomorrow.

Successful Adians care deeply about their work and commit to continuously learn and develop in their field. Adians think about how every decision they make will impact our customers and go the extra mile to deliver an exceptional customer experience. Our most successful Adians work with a bias toward action. They value experimentation and trying new ways of working to ensure we deliver results to our customers.

Adians offer support to our teammates before being asked. We help each other improve through candid, constructive feedback and empower each other to perform. It does not matter if you are a new or seasoned Adian. We welcome diverse perspectives and encourage each other to speak up. Successful Adians challenge each others’ thinking through respectful and thoughtful debate. When we reach a decision, we commit and move forward together. We are a team. We face adversity together. We learn together. We win together.

**Please note that this role is based on a residential construction site and requires some light physical duties including walking, standing, crouching, and walking up flights of stairs. You will also be expected to wear Personal Protective Equipment.**

**What You'll Be Doing**:

- Responsible for the customer journey, experience and relationship from the point of post-sale onwards
- Continuously improve the customer service experience and processes to retain and maintain customer loyalty. Be active, learn and contribute when you can
- Act as the first level of escalations, respond to and provide immediate resolution to homeowner concerns; you will take ownership of customers issues and follow issues through to resolution with the help of the team
- Prepare and deliver all daily, weekly and monthly reporting to management as it pertains to your scope
- Collect, review, and schedule 30-day and Year-End Warranty Service requests and oversee the timely completion of all deficiencies
- Assist in the Quality Control Inspection (QCI) and Pre-Delivery Inspection (PDI) processes with all residents
- Coordinate all deficiency repairs with trades and warranty team to ensure swift completion of outstanding items
- Use and manage punch list software and ensure trades and service staff track and monitor deficiencies through the system
- Review and audit repairs completed by service personnel and trades to inspect quality of work and ensure all deficiencies are corrected and are up to the high standards of the company
- Participate in conciliation for identified warranty items as required at various sites
- Attend Tarion seminars and attend home purchaser functions as required
- Remain current and informed on Tarion Guidelines and attend Tarion Builder Update meetings
- Attend weekly construction meetings to uphold service standard with third party trades, and construction team. We welcome ideas to make the experience better
- Assist customer service with administrative duties as required
- Other duties as assigned

**What You Bring**:

- 2+ years of experience in a customer-facing service role
- Have strong administrative and inter/intrapersonal skills
- Must be respectful, empathetic, service oriented, with genuine desire to go above and beyond for our customers
- Possess excellent and polite verbal and written communication skills, superior telephone manner and exceptional listening skills
- Have superior problem-solving skills and the ability to assess situations and make the right decisions
- Self-motivated team player with ability to work well in a team and independently in a fast-paced work environment.
- Possess the ability to work well under stressful situations and pressure and diffuse difficult situations in a calm and professional manner
- Demonstrate proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other software technology as needed
- Salesforce experience is considered an asset
- Construction related administrative experience is considered an asset

**Why You’ll Love Working Here**:

- Founded in 2007, Adi Development Group is one of Canada’s leading, most innovative real estate development and investment companies. We have developments spa