Customer Support Specialist

3 weeks ago

Ottawa, Ontario, Canada Mattamy Homes Full time

Location:

Ottawa, Ontario – Hybrid (3 days/week in office)

Company:

Mattamy Homes Canada

Department:

Customer Care, Ottawa Division

Employment Type:

Full-Time, 1 Year Contract with high potential for permanent.

Reports to:

Senior Manager, Customer Care

At Mattamy Homes, we pride ourselves on our innovative approach to homebuilding and our commitment to creating thoughtfully designed communities. Our success is built on a foundation of exceptional individuals who embody optimism, diligence, and support. Here, you will be part of a team that values your unique contributions and fosters an environment where you can thrive. Join us in making a meaningful impact in the homebuilding sector, as we work towards a sustainable future.

Role Overview

The Customer Care Coordinator plays a pivotal role in ensuring that every homeowner enjoys the best possible experience, from the moment of purchase through to the post-warranty phase. The ideal candidate will manage daily administrative responsibilities while serving as a key point of contact for homeowner inquiries, directing them to the appropriate internal teams or external partners.

Key Responsibilities

  • Maintain regular communication with homeowners regarding the status of their properties through weekly updates.
  • Prepare and disseminate construction notifications to homeowners.
  • Process amendments, critical dates, and confirmation letters for deposits.
  • Document and archive all communications and notices sent to homeowners in electronic files.
  • Create cheque requisitions, coordinate with internal departments for processing, and ensure delivery via registered mail.
  • Monitor the Tarion portal for submissions related to Delayed Closing/Delayed Occupancy and manage processing.
  • Organize and facilitate homeowner information sessions, including support for evening events as necessary.
  • Develop and distribute quarterly community newsletters.
  • Assist Customer Care Specialists during peak call/email volumes and staff absences to ensure timely responses.
  • Conduct weekly site visits to capture photographs for homeowners.
  • Lead in-person homeowner experience meetings on-site.
  • Collaborate with internal teams to address issues and relay customer feedback.
  • Provide administrative support to Customer Care Specialists and the Senior Customer Care Manager, completing additional tasks as required.

Qualifications

  • Post-secondary degree or diploma.
  • Minimum of 2 years of experience in an administrative capacity, ideally within a corporate setting.
  • Experience in a customer service role.
  • Proficient in MS Office, particularly Excel.
  • Strong organizational and time management abilities.
  • Ability to meet deadlines in a fast-paced environment while maintaining a positive demeanor.
  • Self-motivated and confident, with the capacity to work independently and collaboratively.
  • Outgoing personality with professional communication skills for engaging with homeowners.
  • Exceptional written, oral, and listening communication skills.
  • Ability to build and sustain relationships with internal and external stakeholders.

Bonus Qualifications

  • Experience with a homebuilder or familiarity with Tarion.

At Mattamy, we are dedicated to fostering a diverse and inclusive workplace where everyone can excel. We believe that diversity enriches our teams and enhances our ability to serve our homebuyers and communities effectively. We are committed to creating a welcoming and accessible environment for all.

Mattamy Homes Canada is also committed to providing accommodations for individuals with disabilities. If you require assistance during the selection process, please inform us, and we will work with you to meet your needs.

Qualified candidates will be contacted directly by our Talent Acquisition team.

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