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Customer Care Project Coordinator

2 weeks ago

Ottawa, Canada HN Homes Limited Partnership Full time

Customer Care Project Coordinator
- Job Description

**Responsibilities**:

- Manage the homeowner experience after occupancy through the two-year warranty period to ensure Tarion Guidelines and expectations are met and exceeded:

- Receive, and process all reported deficiencies and 30 Day, 1 Year & 2 Year Tarion forms:

- Schedule appointments with homeowners to assess deficiency lists.
- Utilize Newstar Enterprise software program to create and distribute Warrant Work Orders and schedule contractors and service technicians.
- Follow up and ensure timely and satisfactory resolution of all issues within Tarion guideline
- Maintain effective records management system to support the above services and responsibilities
- Assist CC Manager with department-level tasks and goals: o Implementation, training, review and refinement of new processes stemming from the upcoming reorganization of the CC department, as defined by management team o Provide coverage and assist in the supervision of other staff within department (office only?) o Create, distribute and monitor various reports; update and revise as required the CC department processes manual. o Participate in the resolution of escalated and Conciliation files as well as the backlog of open Work Orders
- Create and analyze various deficiency reports on a regular basis with follow up as required.
- Seek guidance and discuss resolution of items with management, other internal resources and industry professionals as needed.
- Other Customer Care related activities.

**Qualifications, Knowledge and Abilities**
- Intermediate to Senior level industry related (low-rise residential) experience. (Minimum 5 years)
- Education - minimum high school or equivalent in experience
- Knowledge of TARION warranty program (i.e.., procedures, key dates)
- Knowledge of Microsoft Office 365 (Outlook, Excel, Word & SharePoint)
- Knowledge of Newstar Enterprises will be considered an asset
- Excellent oral and written communication skills
- Strong administrative and organizational skills with an above average ability to plan and prioritize the workload with minimum supervision and work independently
- Ability to maintain confidentiality with a professional business manner
- Strong interpersonal skills with the ability to function and thrive in a team-oriented environment collaborating effectively with others
- Personable, professional, proactive, and detail-oriented
- We thank all interested applicants, however, only those under consideration will be contacted.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Schedule:

- Monday to Friday

**Experience**:

- Low-Rise Residential: 5 years (required)
- Customer service: 5 years (required)

Work Location: In person