Customer Care Coordinator

**Position**:
**Location**:
Customer Care Coordinator

Ottawa

**Department**:
Customer Care

**Employment Type**:
1 Maternity Leave Contract

**Reports to**:
Manager, Customer Care

**Who We Are**

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across the United States and Canada. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area, as well as in Ottawa, Calgary and Edmonton.

**What We Offer**

**Responsibilities**
- Keep homeowners informed on the status of their home by completing ongoing Touchpoints at designated times.
- Conduct weekly site visits to review exterior community completion and to take photo updates for purchasers.
- Coordinate and participate in in-person touchpoints in office (design studio, reception) or on site (framewalk, PDI, HDA).
- Acts as liaison between homeowner and all departments; providing follow-ups and advising of outcome.
- Schedule, plan and participate in homeowner information sessions (“Mattamy University”), including conducting presentations to homeowners.
- Work closely with the Construction Department to issue short term delay notices and delay notices with compensation.
- Organize and maintain Head Office purchaser files and all filing for designated communities.
- Provide homeowners with an escalated avenue for complaint resolution, ensuring appropriate managers are aware of concerns or trends.
- Follow up, maintain, and inform appropriate individuals at Head Office and Warranty Service Managers of all Tarion correspondence.
- Prepare and distribute construction notices to homeowners, including curbs & sidewalks, driveway paving, sod installation, top asphalt, and the like.
- Prepare and distribute educational materials to homeowners, including Homeowner Information Sheets, and updating the Service Centre website.
- Create and distribute quarterly Community Newsletters.
- Continue to create increased teamwork among the Reporting, Joint Venture and Financial Planning & Analysis Teams with knowledge sharing, coaching and mentoring
- Assist with the creation of dashboards for key KPI’s for department heads, finance and other decision makers
- Special projects and additional responsibilities as required

**What **You** Bring**
- University or College graduate with a minimum of 2 years extensive experience in a Customer Service role.
- Demonstrated interpersonal/customer service skills.
- Ability to deal professionally and effectively with the public/homeowners.
- Ability to multi-task in a fast-paced environment.
- Competency with public speaking and conducting presentations to large groups.
- Exceptional communication skills including excellent research, written, oral, listening and public-speaking skills.
- Well-organized, confident individual with the ability to prioritize work, meet deadlines, and work in a fast-paced environment.
- Self-starter, ability to obtain complete and accurate resolutions from company or industry resources.
- Working knowledge of internet, Microsoft Office Word, Outlook, PowerPoint and Excel.
- Ability to build and maintain relationships internally and externally.
- Ability to work both independently and in a collaborative team environment.
- Vehicle or access to transportation to attend weekly site visits.

**Health & Safety**

We are doing our part to safeguard your health and taking extra steps to reduce the spread of COVID-19. All work sites and premises will allow for required physical distancing requirements, and new routines and resources such as hand sanitizer, antiseptic wipes, masks, or other protective equipment.

Vaccination is the single best protection against COVID-19 for us as individuals and our communities and is vital to maintaining our commitment to health and safety. Mattamy requires all employees be fully vaccinated against COVID-19. All hires will require proof of vaccination, except where impossible due to legitimate, established exceptions which require accommodation under the Human Rights Code. The vaccine must be a COVID-19 vaccination series approved by Health Canada

**Why Mattamy**

At Mattamy, we are passionate about creating and promoting a diverse and inclusive environment where everyone can do their best work. Diversity and inclusion are important aspects of the work we do to support our homebuyers, colleagues, and communities. We offer a workplace that allows our employees to experience exciting possibilities in their career including continuous learning, opportunity for growth, competitive compensation, and a comprehensive benefits package.

When you’re part of the Mattamy family, your day to day work has an incredible impact. What we do takes teamwork, and everyone pulls together to give our very best. With a focus on continued growth and industry leadership, exciting career possibilities are waiting for you at Mattamy. Based on the c