Customer Relations, Purchaser Experience Coor

**SCOPE**

The Customer Relations department acts as the “company ambassador” for Edenshaw. The Customer Relations, Purchaser Experience Coordinator will be our purchasers on-going point of contact. The Customer Relations & Warranty Coordinator duties will include but not limited to:
**RESPONSIBILITIES**
- Provide exceptional service to our purchasers
- Liaison between purchasers, and all departments; provide follow-ups and outcomes
- Perform administrative duties
- Attend all company facilitated homeowner gatherings, may require working afterhours and weekends.
- Keep our purchasers informed on the status of home
- Schedule Décor, PDI and warranty appointments, follow up to inquire about the experience.
- Prepare and distribute educational materials to purchasers
- Prepare and print PDI packages
- Work closely with Marketing to prepare quarterly newsletters
- Maintain the customer relations management program and purchaser portal
- Keep meeting mins of all team discussions
- Assist Team Lead with successful coordination of the Project’s information session, key-release procedure implementation, and colour selection/upgrade procedures.
- To assist the Customer Relations Team Lead and Sr. Director with all stages of the pre-construction home owning process.
- Maintain office supplies and keep files organized and updated

New Purchaser (after 10-day cooling period)
- Update purchaser contact information in the Purchaser Portal, as needed (add purchaser, remove purchasers, etc.)
- Provide instructions on how to access the purchaser portal

Colour and Suite Personalization & Preferred Parking Program (PPP)
- Set up and run the décor program and PPP.
- Assist sr. director with each project programs providing insights from previous projects.
- Develop creatives for notices and announcements
- Book appointments and discuss colour and upgrade options with purchaser
- Track all activity and ensure no suite was missed and deadlines are achieved.
- Work with Finance department and Sales Admin department to ensure all orders are properly recorded, paid for and all legal documents signed.
- Work with construction department to ensure all choices are recorded and communicated.
- Sort and file all relevant backup documents to both virtual and physical suite files

Warranty (working at site)
- Support the Customer Relations Warranty Team Lead with scheduling, notices and coordinating with trades
- Sort and file all relevant documents to both virtual and physical suite files
- Create and oversee the distribution of educational warranty materials to purchasers
- Keep purchasers updated on the progress of their suite.
- Ensure warranty schedule is followed and red flag any outstanding suites to construction and management team.
- Respond to purchasers in a timely manner, assist with emergencies
- Prepare and monitor weekly warranty reports for management to review
- Maintain all warranty service requests and ensure compliance with building code and Tarion
- Be the liaise between Tarion, construction, trades and the purchaser

**SKILLS**
- Communication - Strong interpersonal skills and ability to communicate information both written and verbally
- Self-motivated and ability to work under pressure and meet deadlines
- Strong organizational skills with an ability to prioritize tasks
- Familiarity with: Microsoft Office, Tarion and Building Codes and Procore

**QUALIFICATIONS**
- Previous work experience as a Customer Relations & Warranty Coordinator, purchaser experience coordinator, or Real estate administrator
- Experience in similar roles, related to supporting customers & a customer relations team.