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Customer Care Specialist

2 weeks ago

Toronto, Canada MADISON HOMES HOLDINGS Full time

Title Customer Care Specialist

Department Customer Care

Reports to Manager, Customer Care

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 onsite manager. The Customer Care Specialist is responsible for caring for the needs of the Purchasers throughout the different phases of their new home buying experience.

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 & 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 suite for PDI with required labels, and paint kit.
- Confirm the suite 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 to team members on progress or issues that arise.
- Review the completion 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
- Tracks and follow up on work order completion and provide timely, accurate responses to inquiries.
- Schedules and plans Service Technician schedules and trades to address deficiencies from the 30-day, Pre-PDI, PDI and Year-end requests.
- Works in conjunction with the Quality Assurance Division and handymen to service items.
- Assists with compiling new home packages, key packages.
- Attends Customer Care or Tarion seminars and attends home purchaser functions as required.
- Complies with legal, 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.
- High level of detail orientation required.
- Will have a positive focus on the Customer (both internal and external)
- Able to exercise initiative and reliability.
- Continuously demonstrates personal integrity though out all daily activities.
- Intelligent and able to learn, with the ability to exercise common sense and good judgment.
- Open minded, (willing to be influenced by the experience and insight of others) resourceful, flexible, and adaptable to change.
- Ability to work in a team environment or on individual basis.
- Strives for quality and continuous improvement.