Customer Experience Associate

**About the Opportunity**

Avalon Master Builder is excited to welcome a new Customer Experience Associate to our team of passionate professionals. We’re proud to lead the way in building comfortable, affordable, and energy-efficient homes — including Net Zero and Net Zero-ready communities. This is a fantastic opportunity to join a values-driven company dedicated to delivering exceptional service. If you’re a proactive, empathetic communicator who enjoys solving problems and enhancing customer satisfaction, we’d love to hear from you.

**Role Overview**

As a Customer Experience Associate, you will play a vital role in ensuring our homeowners receive outstanding support throughout the purchase and warranty process. You will manage service requests, coordinate orientations and possessions, and actively seek opportunities to enhance the overall customer experience.
- **Key Responsibilities**:_

Customer Experience Excellence
- Prioritize customer needs and expectations in every interaction.
- Communicate clearly, empathetically, and proactively to understand and address customer concerns.
- Deliver consistently high-quality service that exceeds expectations.
- Quickly identify and resolve customer issues, always aiming for swift resolution.
- Continuously seek ways to enhance the customer journey through feedback and best practices.

Service Request Management
- Prioritize and assess customer service requests based on urgency and impact.
- Document all service requests and updates accurately in Avalon’s CRM system.
- Collaborate with internal teams to troubleshoot and resolve issues.
- Keep customers informed throughout the process and confirm satisfaction after resolution.
- Suggest process improvements to help enhance service delivery.

Communication with Homeowners, Trades, and Vendors
- Maintain open, respectful, and timely communication with all stakeholders.
- Respond promptly to inquiries and requests to ensure alignment and smooth project progress.
- Share relevant updates and information proactively.

Customer Feedback & Continuous Improvement
- Gather and analyze feedback from Customer Insight surveys, Google reviews, and direct communication.
- Work with teams to develop and implement strategies that improve customer satisfaction.
- Possessions and Orientations Coordination
- Plan, coordinate, and travel to possessions and orientation appointments.
- Conduct client orientations, providing clear information and support.
- Ensure properties are ready for possession, including inspections and minor repairs.
- Maintain detailed records of all possessions and orientations.
- Create a positive, seamless experience for new homeowners.

**What You Bring**
- Strong communication and interpersonal skills, with a genuine commitment to understanding and resolving customer needs.
- Highly organized with great attention to detail and ability to manage multiple priorities.
- Experience using CRM systems to document and track customer interactions.
- Ability to collaborate effectively with internal teams and external partners.
- A proactive and positive attitude aligned with Avalon’s core values: Accountability, Sustainability, Agility, and Passion.
- Valid driver’s license and reliable vehicle (for travel to possessions and orientations).
- Previous experience in customer service, construction, or a related field is an asset.

**About Us**

Avalon is an innovative and progressive family-owned company that has been building homes in Alberta since 1983. We’re proud to offer a competitive compensation package that rewards your dedication and success. Employees benefit from extended health coverage and ongoing support for education and training. You’ll be part of a collaborative and values-driven company culture that emphasizes connection, growth, and well-being.

**Benefits**:

- Dental care
- Extended health care
- On-site gym
- On-site parking
- Wellness program

Application question(s):

- How do you prioritize and manage multiple customer requests or issues when they come in at the same time?

Work Location: In person