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Community Liaison

2 months ago

Ottawa, Ontario, Canada Mattamy Homes Corporation Full time
{"title": "Community Liaison", "content": "

About the Role:

Mattamy Homes Corporation is seeking a highly skilled Community Liaison to join our team. As a Community Liaison, you will be responsible for providing exceptional customer service to Mattamy homeowners, trade partners, and internal staff while performing office administration duties to ensure that homeowner needs are met in a timely manner.

Key Responsibilities:

  • Contribute to our mission to deliver the best homeowner experience in all interactions with internal and external stakeholders.
  • Answer all telephone calls and respond to homeowner telephone inquiries within 24 hours, including taking detailed messages and distributing to appropriate personnel.
  • Respond to and sort all incoming emails, faxes, couriers, and mail to the appropriate individual within 24 hours.
  • Coordinate and schedule homeowner warranty visits and follow up to ensure homeowner satisfaction with completed work.
  • Update homeowners on outstanding work and explain maintenance and warranty coverage.
  • Respond to homeowner inquiries within 24 hours, assist with emergencies, and handle homeowner walk-ins.
  • Prepare, print, and monitor reports for review by the Warranty Management.
  • Maintain all warranty service requests in JDE systems and coordinate all documentation of lists including sign-offs and updating in computer system.
  • Coordinate service orders with trades and ensure sign offs are received from trade partners and homeowners. Follow up on work orders to trades.
  • Prepare and maintain logs for purchase orders and back charge notices.
  • Maintain office supplies and organize and maintain office files.
  • Collect timesheets, prepare payroll in the HRIS system, and submit to head office.
  • Partner with New Home Technicians to ensure timely repairs, consistent communication, and a seamless warranty process.
  • Update and utilize the CX Platform to track all customer complaints and ensure prompt follow up and resolution.
  • Other duties as assigned.

Requirements:

  • Degree and/or Diploma in Administration, Business, or a suitable combination of work experience and education is an asset.
  • Must be able and willing to work at any location in Ottawa.
  • Access to reliable transportation as some locations do not have bus service.
  • A minimum of 2 years office administration experience in a high volume or fast-paced environment is required.
  • Demonstrated experience in conflict resolution in a customer service environment required.
  • Strong computer skills in Microsoft Office, particularly Word, Excel, and Outlook.
  • Excellent organizational and multitasking skills with the ability to recognize/meet deadlines in a fast-paced work environment.
  • Exceptional interpersonal/customer service skills in dealing effectively with the public/homeowners.
  • Ability to set priorities, meet deadlines, and manage variable workloads.
  • Excellent communication skills – both verbal and written.
  • Ability to maintain a positive and proactive attitude while handling stress of multiple demands and working under tight timelines.
  • Self-motivated with the ability to work well in a very close-knit team-oriented environment.

Preferred Qualifications:

  • Experience with new home warranty and service or other relevant experience in the residential building industry.
  • Knowledge of JD Edwards would be an asset.
  • Bilingual.

About Mattamy Homes Corporation:

Mattamy Homes Corporation is the largest privately owned homebuilder in North America, with 40-plus years of history across Canada and the United States. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership.

At Mattamy, we're passionate about creating and promoting a diverse and inclusive environment where everyone can do their best work. Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities.

Mattamy Homes Corporation is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs.

Qualified applicants will be contacted directly by the Talent Acquisition team.

"}