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Customer Care Administrator

2 weeks ago

Toronto, Canada Shiplake Properties Full time

Salary:
Collecdev 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 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 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 Collecdev purchasers and stakeholders. Provide pre and post occupancy Customer Care services, including, but not limited to;
- Provide superior homeowner satisfaction with the goal of building customer loyalty.
- Help send purchasers occupancy letters, in accordance with the Agreement of Purchase and Sale (APS), Statement of Critical Dates, when required.
- Track and update all post-sales amendments in project closing report i.e. name and/or address changes, assignments, solicitor info.

RESPONSIBILITIES CONT.'D
- Assists in the coordination, implementation and scheduling of the Homeowner Information Session.
- Prepare internal and external communications such as construction updates and welcome letters.
- Provide support as needed to Customer Care Manager, Pre-Delivery Inspectors (PDI), & Property Management.
- Coordinate with Property Management to prepare forms required for occupancy process including key sign off sheets.
- Ensure suite readiness by tracking any deficiencies and completion of items prior to PDI appointment.
- Prepare forms required for PDI process including Tarion Warranty Certificates.
- Coordinate with Finishing Supers to Schedule PDI appointments.
- Ensure Certificate of Completion and Possession (CCP) Documentation is complete.
- Ensure Personal, Protective Equipment (PPE) is available at 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 lowest number of deficiencies per PDI, turning over deficiency-free suites upon occupancy, lowest percentage of units submitting 30-day and 1-year forms, achieving highest level of customer satisfaction levels.
- Prepare suites with closing gift on occupancy date.
- Coordinate with Property Management to schedule elevator bookings, track which occupants are tenants or owners.
- Coordinate scheduling service work with homeowners, service technicians and trade partners.
- 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 Tarion Builderlink portal, manage all warranty submissions, ensure all forms are uploaded into Aconex.
- Monitor 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 survey and track analytics.
- Assists in coordinating homeowner events as an initiative to enhance customer experience.
- 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 high-rise 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