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Customer Care Specialist
3 weeks ago
General Description:
The Customer Care Specialist is responsible for working directly with homeowners from PDI, occupancy, 30 day, and year end. Duties include TARION registration, reviewing deficiency lists, scheduling service people, documentation, and resolution of home deficiency with the aid of the on-site manager.
Primary Responsibilities:
- Homeowner Pre-Delivery Inspection Preparation
- Support with project team members in preparing and assembling the Home Care Guide
- Assist the Customer Care Representative with office set up and entering, tracking, and booking appointments with purchasers for Homeowner Orientations according to departmental policy
- Prepare required documentation to be provided to purchasers during the orientation, including TARION forms and utilities information
- Conduct quality control inspection at 24 to 48 hours prior to PDI appointment
- Prepare the home for PDI with required labels and paint kit
- Confirm the home readiness prior to PDI
- Homeowner Pre-Delivery Inspection
- Conduct PDI with purchaser in accordance with departmental policy
- Providing a complete and comprehensive orientation of the home’s mechanical functions, explaining operations, and warranty periods and care requirements
- Record any request purchasers may have regarding the finishing of their home
- Enter the requested items into the deficiency system, assign, and notify trades accordingly
- Provide weekly report of items reported at the time of PDI in comparison to Madison Group standards
- Conduct home closing check prior to closing and file the report
- Discuss site issues, achievements, and milestones at Customer Care meetings
- Post-Occupancy Care
- Track and follow up on work order completion and provide timely, accurate responses to inquiries
- Schedule and plan Service Technician schedules and trades to address deficiencies from the 30 day, Pre-PDI, PDI, and year-end requests
- Work in conjunction with the Quality Assurance division and handymen to service items
- Assist with compiling new home and key packages
- Attend Customer Care and TARION seminars as required
- Attend home purchaser functions as required
- Comply with legislative and corporate safety requirements
- Assist other associates when required in the interest of homeowners
Required Skills and Qualifications:
- Strong knowledge of the construction process, particularly in a high rise environment
- High level of attention to detail
- Positive focus on the customer (both internal and external)
- Exercise initiative and reliability
- Continuously demonstrates personal integrity throughout all daily activities
- Ability to learn and exercise common sense and good judgement
- Open-minded, resourceful, flexible, and adaptable to change
- Ability to work in a team environment or on an individual basis
- Strives for quality and continuous improvement
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
