Customer Care Coordinator

3 weeks ago

Etobicoke, Canada Mattamy Homes Full time

**Location**:
Etobicoke, Ontario - Hybrid (3 days/week in office)

**Company**:
Mattamy Homes Canada

**Department**:
Customer Care, Greater Toronto, Urban

**Employment Type**:
Full-Time

**Reports to**:
Senior Manager, Customer Care

***

When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of Mattamy Homes. And that success is centered on a foundation of great people, because our team is as solid as they come. At Mattamy, we are optimistic, hardworking and supportive. Together we learn and grow as we strive to create a positive impact in the homebuilding industry. Contributing to the Mattamy Way means being surrounded by caring people who encourage you to be exactly who you are. It means your opinion is invited and your contributions count. And it means a career filled with pride, knowing you’re part of an environmentally conscious, action-oriented organization with big plans for the future. The opportunity to bring the future of living to homeowners based on what Canadians value is exciting - and we’re making it happen.

Learn more about what makes working at Mattamy special and our award-winning culture.

**What we offer**

The role of the Customer Care Coordinator is integral in ensuring an exceptional homeowner experience spanning from post-purchase to post-warranty periods. Collaborating closely with the Customer Care Department,

**What you’ll do**
- Deliver continuous administrative assistance to the Customer Care team.
- Organize and file notice records in SharePoint at project and divisional levels.
- Organize and manage file records of all correspondence and notifications issued to homeowners.
- Support homeowner information sessions and touchpoints
- Manage supplies and place orders as necessary.
- Oversee and support various ongoing projects and initiatives
- Compile and update weekly reports.
- Investigate and prepare responses for addressing claims.
- Delivery of regular updates to homeowners ensuring consistent communication about the status of their homes
- Assist the Customer Care team during peak periods
- Respond to and investigate homeowner inquiries as required.
- Maintain updated knowledge of the company’s products, services, and policies.
- Participate in team meetings, providing valuable customer feedback to enhance service quality.
- Oversee the Tarion portal for Delayed Closing/Delayed Occupancy submissions and support the investigation of customer claim(s).
- Evaluate and interpret data from Avid and CX scorecards, providing detailed analysis and trends to the Customer Care Director.
- Prepare reports for Customer Care and Internal Departments regularly.

**What **y**ou **b**ring**
- Post-secondary degree/diploma attained; Business Administration is an asset.
- Two to four years of experience in an administrative/coordinator role, preferably in a corporate environment.
- Strong computer skills in MS Office, in particular Word, Excel, and PowerPoint.
- Strong organizational and time management skills.
- Ability to recognize and meet deadlines in a fast-paced work environment while maintaining a positive attitude and flexible work style.
- Self-motivated, confident individual who can work well independently and in a collaborative team environment.
- An outgoing personality who can professionally greet and address the public/homeowners.
- Exceptional communication skills include excellent research, writing, oral, and listening skills.
- Ability to build and maintain relationships internally and externally.

**Bonus points**
- Experience working within a customer service experience role.
- Experience with JD Edwards is an asset.

**Who **we are**

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across Canada and the United States. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area as well as in Ottawa, Calgary and Edmonton.

**Be yourself. We want it that way.**

At Mattamy, we're passionate about creating and promoting a diverse and inclusive environment where everyone can do their best work. Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. From how we build our teams to cultivating our leaders, we're on a journey toward a welcoming, barrier-free culture for everyone.
- Qualified applicants will be contacted directly by the Talent Acquisition team._

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