Customer Care Administrator

3 days ago

Burlington, Canada Adi Development Group Full time
Adi Development Group is one of Canada’s leading, most innovative real estate development, construction management and investment companies. With over 4000 units and $3Billion of built value under development throughout the GTHA, We are on an insurgent mission to re-invent the customer experience and to deliver homes faster, better and more cost effectively to our customers. As an Adian you will have the opportunity to shape communities and create lasting landmarks that will be admired for generations. The life-defining work you will do with Adi will directly impact and positively change the lives of our customers and communities we serve. We champion ownership and encourage all of our team members to think and act like owners. Adi is committed to not only develop buildings, but to developing the leaders of tomorrow.

Successful Adians care deeply about their work and commit to continuously learn and develop in their field. Adians think about how every decision they make will impact our customers and go the extra mile to deliver an exceptional customer experience. Our most successful Adians work with a bias toward action. They value experimentation and trying new ways of working to ensure we deliver results to our customers.

Adians offer support to our teammates before being asked. We help each other improve through candid, constructive feedback and empower each other to perform. It does not matter if you are a new or seasoned Adian. We welcome diverse perspectives and encourage each other to speak up. Successful Adians challenge each others’ thinking through respectful and thoughtful debate. When we reach a decision, we commit and move forward together. We are a team. We face adversity together. We learn together. We win together.

What You'll Be Doing

  • Manage homeowner Masterfile and Customer Care homeowner data base.
  • Coordinate and is responsible for follow up activities with purchaser i.e. notifications, appt scheduling, key pickup, tracking, reports…
  • Receives, documents and communicates new home purchasers’ inquiries to appropriate trades and departmental associates and provides timely responses to the new home customer
  • Liaise with customers and residents and provide immediate response to concerns and questions, with the help of a knowledgeable team to back you up
  • Occasionally assist in scheduling and coordinating the Quality Control Inspection (QCI) and Pre-Delivery Inspection (PDI) processes
  • Continuously improve the customer service experience to retain and maintain customer loyalty and exceed expectations at every turn, share ideas
  • Assist in the preparation of daily, weekly and monthly reporting on customer care OKR’s and metrics and deficiency tracking
  • Assist in the collection, review, and scheduling of 30-day and Year-End Warranty Service requests
  • Assist the Customer Care Representatives as they manage both pre-tech audits and technical audit inquiries and deficiency repairs from an admin perspective
  • Updates Tarion portals for CCP data management and changes
  • Assist with compiling new home packages, key packages
  • Attend Customer Care or Tarion seminars and attends home purchaser functions as required
  • Access punch list software to respond to inquiries and pull reports
  • Maintain and track customer communication through CRM and assist in monitoring the completion of all required service administration records, and managing all Tarion Warranty enrolment documentation
  • On-site front desk reception as required
  • Customer care office setup and supplies coordination, and;
  • Other duties as assigned.

What You Bring

  • 1+ years of experience working in a customer facing administration role
  • Have strong administrative and inter/intrapersonal skills
  • Must be respectful, empathetic, service oriented, with genuine desire to go above and beyond for our customers
  • Have an ability to update and track reports and schedules on daily/weekly/monthly basis
  • Possess excellent and polite verbal and written communication skills, superior telephone manner and exceptional listening skills
  • Have superior problem-solving skills and the ability to assess situations and make the right decisions
  • Self-motivated team player with ability to work well in a team and independently in a fast-paced work environment.
  • Possess the ability to work well under stressful situations and pressure and diffuse difficult situations in a calm and professional manner
  • Demonstrate proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other software technology as needed
  • Knowledge of Tarion Warranty Corporation procedures and process and previous construction industry work would be an asset

Why You'll Love Working Here

  • Learning & Development Reimbursement: Adi encourages team members to never stop learning and continuously improve. We provide Adians with tuition and education reimbursements to support team members in their development.
  • Competitive Paid Time Off: Team members are provided with 15 days of Vacation, 5 paid Wellness Days and 3 paid Sick Days annually
  • Competitive Salaries: Adi regularly conducts compensation market reviews to ensure our total compensation package remains competitive
  • Employee Home Ownership Program: Adians have the opportunity to live in the beautiful communities we create through our Employee Home Ownership Program. Eligible team members will receive a % discount off the total purchase price.
  • Comprehensive Benefits Plan: Adi provides all full-time team members and dependents with employer-paid benefits coverage for dental, prescriptions, vision care, paramedical practitioners, life insurance and more
  • Flexible Health, Lifestyle & Wellness Personal Spending Account: Annual health, lifestyle & wellness spending accounts that can be used for fitness classes, gym memberships, family & pet needs, additional health benefits and more
  • Dedicated Online Mental Health Partner: We understand how important mental wellbeing is for our employees, which is why we have partnered with an online therapy provider that employees can access 24/7

Adi Development Group is committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a team that reflects the diversity of our customers and communities in which we live and serve. Adi Development Group is committed to creating an environment where every employee has the opportunity to reach their potential. We hire based on merit and are committed to the principle of equity in employment. We welcome diversity and encourage applications from all qualified individuals. As part of our commitment to accessibility for all persons with disabilities, Adi Development Group will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. If you are selected for an interview and you require accommodation, please inform Human Resources.

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