Customer Care Representative

3 weeks ago

Toronto, Canada MADISON HOMES HOLDINGS Full time

Title Customer Care Representative

Department Customer Care

Reports to Manager, Customer Care

General Description:
The Customer Care Representative is responsible for caring for the needs of the Homeowners through the phase of Occupancy and Post Occupancy warranty needs. Directly supporting the Customer Care Site Office and working very closely with Project Management, Construction, Sales and Property Management in fulfilling the common goal of creating customers for life.

Primary Responsibilities:
Office Set Up
- Responsible for entering the Closing Schedule into Microsoft Outlook Calendar.
- Scheduling Pre-Delivery Inspections with Homeowners relative to the Home Closing Schedule and the pace of construction in Microsoft Outlook Calendar.
- Scheduling Homeowner move in times relative to the determined elevator time blocks in Microsoft Outlook Schedule.
- Responsible for the files and they are organized in the appropriately outlined manner.
- Working with the on-site Customer Care Team in equipping the office with all that is required to conduct Pre-Delivery Inspections with the Homeowners such as Ontario New Home Warranty Forms, Inspection forms, Pre-Delivery Checklist and Sign Off forms.
- Assisting the on-site team in equipping the office with all that is required for home closings such as Key Sign Off Sheets, Keys, Remotes and Closing Gifts.

Construction Inspections
- Entering individual home inspections prior to occupancy, that has been conducted by the Customer Care Team into the Purchaser Agreement System on the day of the inspection.
- Reporting discrepancies to construction in a timely manner. Inspections to be carried out throughout the project.

Home Orientation Preparation
- Working with the on-site Customer Care Team in assembling the Home Care Handbook.
- Assembling Purchaser Closing Packages, consisting of home keys, remotes, common area keys, mailbox keys, security system information and any other items to turned over at time of home closing.

Home Orientations
- Entering the requested items from the Pre-Delivery Inspection conducted by the sites Customer Care Representative into the Purchaser Request System.
- Requests to be entered on the day the Inspection took place, notifying construction in a timely manner.

Home Closings
- Responsible for having contact with the law office for notification of Home Closings.
- Notifying Homeowners once their homes have closed and distributing closing package.
- Ensuring the Key Sign Off Sheet has been properly documented and filed.

Post Occupancy Care
- Accepting Post Occupancy Requests made by Homeowners.
- Entering request into the Purchaser Request System after either the on-site Customer Care Specialist or the Pre-Delivery Inspection Specialist has assessed them.
- Processing Maintenance Care follow up appointments and scheduling in Microsoft Outlook Calendar.

Reporting and Meetings
- Responsible for completing and disturbing weekly reports of site progress to the appropriate persons.
- Maintaining scheduled meetings including sending out reminders prior to the meeting, processing, and distributing meeting minutes for the duration of the project.

Other Duties and Responsibilities:

- Responding to Purchaser correspondences in a timely and professional manner.
- Flexibility with hours of operation in accommodating the needs of the Purchasers, with the expectation of moving from site to site with mínimal notice in accommodating the goals of the company.

Required Skills and Qualifications:

- Strong knowledge of the construction process (low rise experience preferred)
- High level of detail orientation required.
- Will have a positive focus on the Customer (both internal and external)
- Able to exercise initiative and reliability.
- Continuously demonstrates personal integrity though out all daily activities.
- Intelligent and able to learn, with the ability to exercise common sense and good judgment.
- Open minded, (willing to be influenced by the experience and insight of others) resourceful, flexible, and adaptable to change.
- Ability to work in a team environment or on individual basis.
- Strives for quality and continuous improvement.

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