Customer Care Administrator

Collecdev Markee is seeking a Customer Care Administrator who will be responsible for providing superior customer service and support to homeowners, Collecdev Construction staff, Trade Partners, Pre-Delivery Inspectors, and Property Management.

Reporting to the Customer Care Manager, the Customer Care Administrator will be a self-motivated, energetic, driven, and results-oriented type of individual. Working closely with our construction team, property management, and trade partners, you will strive to ensure the working relationship is seamless in the interest of Collecdev-Markee purchasers.

RESPONSIBILITIES:
To help with administrative responsibilities that will streamline customer care efforts to efficiently manage any service work or warranty issues that may arise during occupancy, ensuring a quality experience for all purchasers and stakeholders. Provide pre and post occupancy Customer Care services, including, but not limited to;
- Provide superior homeowner satisfaction to build customer loyalty.
- Help send purchasers occupancy letters, in accordance with the Agreement of Purchase and Sale (APS), and Statement of Critical Dates, when required.
- Track and update all post-sales amendments in the project closing report i.e. name and/or address changes, assignments, and solicitor info.
- Assists in the coordination, implementation, and scheduling of the Homeowner Information Session.

RESPONSIBILITIES CONT.’D
- Prepare internal and external communications such as construction updates and welcome letters.
- Provide support as needed to the Customer Care Manager and pre-delivery Inspectors (PDI).
- Coordinate with Property Management to prepare forms required for the occupancy process including key sign-off sheets.
- Ensure suite readiness by tracking any deficiencies and completion of items before PDI appointment.
- Prepare forms required for PDI process including Tarion Warranty Certificates and HIP.
- Coordinate with Finishing Supers Scheduled PDI appointments.
- Ensure Certificate of Completion and Possession (CCP) Documentation is complete.
- Ensure Personal, Protective Equipment (PPE) is available at the time of PDI appointment and that safety protocols are adhered to, if required.
- Ensure accurate reporting of suite deficiencies in Aconex to trade partners and suppliers, by assigning tasks for completion.
- Print handyman related deficiency list on a daily basis to ensure successful completion.
- Ensure deficiencies are completed within 1 week of PDI.
- Aid in achieving industry leading records for the lowest number of deficiencies per PDI, turning over deficiency-free suites upon occupancy, the lowest percentage of units submitting 30-day and 1-year forms, achieving the highest level of customer satisfaction levels.
- Prepare suites with closing gifts on the occupancy date.
- Coordinate scheduling service work with homeowners, service technicians, and trade partners.

RESPONSIBILITIES CONT’D.
- Schedule post-closing appointments with homeowners for deficiency repair work, when required
- Effectively and positively communicate and report progress and trade intervention requirements to internal and external partners as needed.
- Prepare and distribute weekly progress reports.
- Monitor the Tarion Builderlink portal, manage all warranty submissions, and ensure all forms are uploaded into Aconex and saved to SharePoint.
- Monitor the Tarion portal daily to identify and print any new conciliations, 30 days, 1-year or 2-year inspections.
- Ensure homeowner database is up to date for purchaser correspondence i.e. Mailchimp.
- Deploy customer satisfaction surveys and track analytics.
- Assists in coordinating homeowner events as an initiative to enhance customer experience.
- Review any emergency calls or e.mails from the previous night or weekend and follow up with the homeowner and/or trades
- Other duties within the scope, spirit, and purpose of the job, as requested by management.

QUALIFICATIONS/SKILLS:

- Post-secondary education in a related field, or equivalent
- 2+ years' previous experience in the home construction service industry and a proven ability to deliver exceptional customer service within the residential sector.
- Knowledge of Tarion, OBC processes, and a general understanding of construction processes required.
- Demonstrated ability to manage conflict and convey solutions for problem resolution.
- Possess excellent written and verbal communication skills.
- Strong knowledge of Microsoft Office Suite of products.
- Builder Software (Aconex) experience preferred.

SLP