Customer Care Coordinator

**Job Summary**

The Customer Care Coordinator represents the front-line of support for clients once the home has been purchased. This includes ensuring that customers are satisfied with the quality of the products, coordinating trades and service technicians to attend to deficiencies in a timely manner, handling warranty issues pertaining to the home and homeowner and ensuring that all communications are well documented. The role requires excellent customer service and time management skills. Strong interpersonal and problem-solving skills are also an asset.

**Key Accountabilities**

**Customer Service**:

- Help build strong and sustainable relationships based on trust with customer accounts through interactive and open communication
- Attend PDI appointments with homeowners.
- Co-ordinate and attend 30-Day courtesy review with homeowners, Year-End review and 2nd Year-End inspections.
- Problem-solve homeowner concerns with our team of Customer Care Coordinators.

**Monitor Warranty Item Completions**
- Advice homeowners which items are warranted on submitted warranty lists.
- Connect with homeowners when the trades teams have completed deficiencies.
- Attend to all Technical Audit requirement when applicable.
- Prepare Vendor Builder Agreements as needed.

**Scheduling**
- Schedule appointments with homeowners and deploy trades or technician to complete any necessary work from items noted on the inspection lists.
- On the day of service, ensure all trades arrive on site at the scheduled time and date.
- Responsible for working closely with the management team to stay updated on certain product knowledge and be adequately informed of any minor or major changes in company policies.

**Purchase Order Updates**
- Update and maintain New Star by entering reviewed items, assigning trades and work orders and then closing the loop by entering the date the item was completed.
- Submit all purchase orders to Customer Care Manager for approval.
- Closely monitor due dates on work orders to prevent conciliation conflicts.

**Key Technical Skills or Experience Required**
- Two years of years of relevant customer service work experience in the construction industry.
- High School Diploma, as a minimum OR Graduate Certificate in Construction Management
- Knowledge of construction trades (framing, plumbing, electrical and carpentry work)
- Knowledge in home building would be an asset
- Customer oriented
- Knowledge of Tarion Warranty Corporation Construction Performance Guidelines and Warranty Coverage is an asset
- Knowledge of construction processes and repair methods as well as quality finishing work is an asset.
- Professional in conduct and appearance
- Proficiency in MS Office (Outlook, Word and Excel)
- Previous use of NewStar, BuildPro an asset

**Personal Skills Needed**
- **Time and Priority Management** - Prioritizing and completing tasks in order to deliver desired outcomes within allotted time frames
- **Teamwork** - Cooperating with others to meet objective
- **Problem Solving** - Defining, analyzing and diagnosing key components of a problem to formulate a solution
- **Interpersonal Skills** - Effectively communicating, building rapport and relating well to all kinds of people
- **Personal Accountability**:

- Being answerable for personal actions.
- **Customer Focus -**Anticipating, meeting and/or exceeding customer needs, wants and expectations.

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- Day shift
- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Construction Customer service: 3 years (preferred)

Work Location: In person