Customer Care Administrator

1 month 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 companies. 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 and the company uniform. Adi will provide a hard hat, safety vest, and company uniform. Employees are required to purchase company-approved steel-toed footwear and belt.**

**What You'll Be Doing**:

- Manage homeowner Masterfile and Customer Care homeowner data base.
- Coordinate and is responsible for follow up activities with purchaser i.e. notifications, appt scheduling, key pickup, tracking, reports
- Receives, documents and communicates new home purchasers’ inquiries to appropriate trades and departmental associates and provides timely responses to the new home customer
- Liaise with customers and residents and provide immediate response to concerns and questions, with the help of a knowledgeable team to back you up
- Occasionally assist in scheduling and coordinating the Quality Control Inspection (QCI) and Pre-Delivery Inspection (PDI) processes
- Continuously improve the customer service experience to retain and maintain customer loyalty and exceed expectations at every turn, share ideas
- Assist in the preparation of daily, weekly and monthly reporting on customer care OKR’s and metrics and deficiency tracking
- Assist in the collection, review, and scheduling of 30-day and Year-End Warranty Service requests
- Assist the Customer Care Representatives as they manage both pre-tech audits and technical audit inquiries and deficiency repairs from an admin perspective
- Updates Tarion portals for CCP data management and changes
- Assist with compiling new home packages, key packages
- Attend Customer Care or Tarion seminars and attends home purchaser functions as required
- Access punch list software to respond to inquiries and pull reports
- Maintain and track customer communication through CRM and assist in monitoring the completion of all required service administration records, and managing all Tarion Warranty enrolment documentation
- On-site front desk reception as required
- Customer care office setup and supplies coordination, and;
- Other duties as assigned.

**What You Bring**:

- 1+ years of experience working in a customer facing administration 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
- Have an ability to update and track reports and schedules on daily/weekly/monthly basis
- 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 technolo

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