Community Liaison

7 days ago

Ottawa, Ontario, Canada Mattamy Homes Corporation Full time

About the Role:

We are seeking a highly organized and customer-focused Community Liaison to join our team at Mattamy Homes Corporation. As a key member of our Warranty Department, you will play a vital role in ensuring exceptional customer service to our homeowners, trade partners, and internal staff.

Key Responsibilities:

  • Contribute to our mission to deliver the best homeowner experience in all interactions with internal and external stakeholders.
  • Respond to and resolve customer inquiries and concerns in a timely and professional manner.
  • Coordinate and schedule warranty visits and follow up to ensure homeowner satisfaction with completed work.
  • Update homeowners on outstanding work and explain maintenance and warranty coverage.
  • Prepare, print, and monitor reports for review by the Warranty Management.
  • Maintain all warranty service requests in our systems and coordinate with trades and homeowners.
  • Partner with New Home Technicians to ensure timely repairs, consistent communication, and a seamless warranty process.
  • Update and utilize our customer relationship management system to track customer complaints and ensure prompt follow up and resolution.
  • Perform other administrative 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 in a fast-paced environment.
  • Access to reliable transportation is required.
  • 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 is 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 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.

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