Customer Service Representative

5 months ago

Langley, Canada Marcon Full time

Marcon prides itself on delivering a high-quality Customer Experience. You are tasked with ensuring our homes are completed to the high quality standard Marcon is known for. This role requires a critical eye for ‘detail’. You will perform pre-occupancy inspections, owner orientations, coordination of deficiency corrections, key handover and at times move ins. A skill set that includes the ability to fix minor repairs and deficiencies is part of the role together with a strong knowledge of residential wood frame and concrete construction. You will be working in collaboration with a Customer Care Team that takes pride in their work.

**About the Role**
- Support construction and customer care site teams with preparing homes to walk-through level readiness, following Marcon’s quality control processes;
- Conduct pre-occupancy inspections for interior detail, quality of finish and prepare an audit of deficiencies;
- Work with the Customer Care Manager, site Finishing Superintendent to ensure trade deficiencies are corrected in a timely manner to ensure homeowner occupancy dates are achieved;
- Conduct homeowner orientations / walk throughs to demonstrate, explain key features of the new home;
- Review key maintenance points with respect to the home, and confirm installation of any upgrades/changes requested by the homeowner;
- Confirm the quality condition of cosmetic surfaces, identifying and documenting any deficiencies prior to and during homeowner orientation;
- Communicate key points about warranty coverage and hand over to the homeowner the necessary documentation;
- Register the new homeowner on the Marcon Customer Care portal and provide a brief overview of the information available online to the homeowner. Explain the process for obtaining customer care and the importance of using the Customer Care Portal;
- Coordinate timely corrections of homeowner identified deficiencies;
- Maintain communication before, during and after homeowner orientations to keep homeowners up to date on progress;
- Undertake minor repairs and deficiencies including drywall/paint touch ups; caulking as required;
- Work with the Customer Care Manager to ensure the site Finishing Superintendent coordinates and repairs any other noted deficiencies;
- Liaise with sales administration team to ensure proper closing documents and homeowner welcome gift are distributed;
- Conduct key handover appointments;
- Co-ordinate with various departments in creating the homeowner manual;
- Participate in the pull plan and coordination of the delivery schedule for the pre-delivery inspection (PDI) and purchaser deficiency orientation (PDO);
- Work with the sales administration team and property manager to schedule move-ins appropriately and ensure an exceptional Customer Experience;
- Ensure PDO, key handover and 3rd party warranty documentation are archived and distributed to designated stakeholders;
- Facilitate overall project close out with the Development Manager, Project Manager and Site Superintendent;
- Organize and participate in the Property Manager Site Orientation; Other tasks as assigned by the Customer Care business unit.

**About You**
- Customer Service focused, approachable friendly demeanor;
- Excellent verbal and written communication skills;
- Initiative-taking problem solver with a solution-oriented mindset;
- Considerable knowledge of residential wood frame and concrete construction;
- Concise documentation and organisational skills;
- Ability to work under pressure to tight deadlines;
- An eye for detail and a desire to achieve and deliver high quality homes;
- Ability to undertake minor repairs using tools as required;
- Contribute to the Company safety culture in all work activities;
- A team player who takes pride in being an integral part of the Marcon Customer Experience.

**Career Growth**

Marcon offers the opportunity for career growth within the organization through training, education courses, mentoring with unit Leaders. Show us what you can do, and we will assist in planning with you, your career growth path.

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