Customer Care Administrator
2 months ago
Toronto
Full-time
The role of the Customer Care Administrator is to provide support to the customer service team and act as the primary point of contact for homeowners, addressing their inquiries and concerns promptly and professionally.
**Key Responsibilities & Accountabilities**:
- Support the Customer Care team working at our site office(s), provide general office support and complete tasks as assigned.
- Adhere to safety standards across all projects on active construction sites and in the post-occupancy phases of a building.
- Provide pre
- and post-occupancy Customer Care services, including but not limited to:
- Pre-Delivery Inspection (PDI) Support - Prepare forms required for the PDI process including Tarion Warranty Certificates, PDI checklist, and sign-off forms. Responsible for entering, tracking, and booking PDI appointments with Purchasers and ensuring all suites are 100% PDI ready and deficiencies are completed within 2 weeks of PDI being completed. Aid in achieving industry-leading records for the lowest number of deficiencies per PDI, turning over deficiency-free suites upon occupancy, lowest percentage of units submitting 30-day and 1-Year forms, and achieving the highest purchaser/resident satisfaction levels.
- Suite Closings/Occupancy - Prepare forms required for Occupancy process including Occupancy Packages. Coordinate with Property Management to receive signed forms. Ensure the Key Sign-Off Sheet has been documented and filed.
- Post Occupancy Care - Accept and screen Post Occupancy requests made by homeowners. Track, record and administer resolutions to requests into the Salesforce deficiency tracking system. Inspect and process deficiency resolution appointments and schedule as required. Assist the Project Coordinator with scheduling and coordination of trades and handymen to address deficiencies.
- Reporting and Meetings - Support the Customer Care Project Coordinator to update weekly reports and execute on ad hoc requests, including preparation of meeting trackers and/or other materials.
- Report to the AVP, Customer Care (or other interim executive as applicable), offering support to the team and completing tasks as assigned.
- Maintain office inventory as required
- Perform other duties as required.
- Highly proficient in Microsoft Excel and Word
- Previous experience with Salesforce and Procore is an asset
- Flexibility to work outside of core hours when business needs dictate
- Self-starter attitude with an ability to work in a fast-paced environment
- Highest degree of integrity, honesty, and commitment to professionalism
- Excellent attention to detail and strong organizational skills
- An ability to prioritize and multi-task to meet time sensitive deadlines
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