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Client Experience Representative

5 months ago

Toronto, Canada Gala Developments Full time

**Gala Developments**

**The Company**

We are a fast-paced, collaborative, and fun team working to transform the way we live. Whether it’s an Instagram post or a display in one our Sales Presentation Centres, we strive to deliver genuine moments of connection with our audience while driving leads. From our office, we operate like a Startup with the resources of a much larger company, creating leading customer experiences that bridge the gap between the physical and the digital space. We are up for the challenge and we are only just getting started. Our environment promotes challenges that engage our professionals to think and act beyond their limits. We offer a venue for our future leaders to innovate, create and put concepts into action.

**Position Overview**

**Key Responsibilities**
- Facilitating residential occupancies for mid/high-rise developments in Toronto and GTA
- Managing customer service process, Pre-Delivery Inspections (“PDI”) and post-construction staff
- Manage post-purchase issues with Purchasers
- Managing customer information management software for deficiency & warranty tracking and reporting
- Ensuring that the Purchaser’s experience is positive, and that Purchasers are kept up to date on the status of their purchase/occupancy
- Responding to all questions and concerns from time of purchase/occupancy
- Liaising with Tarion and HRCA representatives regarding Delayed Claims, Warranty Assessments and other issues Maintaining an excellent working relationship with Tarion Builder Relations Department and Field Representatives
- Ensuring compliance with Tarion Warranty rules & regulations and has a thorough understanding of the Tarion Performance Guidelines for warrantable items
- Reviewing & processing Delayed Occupancy Claim forms to ensure only legitimate claims are paid
- Ensuring Tarion forms are correctly filled out and submitted within deadlines.
- Creation of homeowner manuals, letters, information packages, and monthly updates
- Issuing legal occupancy date, closing date, and delay notices in accordance with the timelines specified in Agreement of Purchase & Sale (and the Condominium Act, and Tarion Warranty Corporation regulations) and distributing to legal team for their records
- Coordinating with legal team/property management team to ensure a seamless turnover of release of homeowner suite keys and closing packages
- Invite purchasers for a colour selection meeting, facilitate any upgrade options, record their choices, follow up during instillation.
- Maintain notes and files throughout the design process to ensure consistent option delivery
- Answer homeowner and other team inquiries about options and selections

**Required Knowledge and Experience**:

- Bachelor’s Degree/Diploma in Business Management, Marketing, Media, or Design
- 10+ years in customer service
- Minimum 2 years experience in a new home sales or design center
- Experience in multi-residential closings is a must
- Proficiency in MS Office including Word, PowerPoint, and Excel
- Ability to analyze and understand large amounts of data in an efficient manner
- Proficient written and verbal communicator
- Passion for Real Estate
- Ability to navigate and communicate on various social media platforms (i.e.. Instagram, Facebook, Twitter, )
- Experience working with Tarion is an asset

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON M4C 1K8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Multi-Residential Closing: 2 years (required)

Work Location: In person