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Customer Experience Specialist
2 weeks ago
Homes by Avi Group of Companies is seeking a proactive, motivated, and highly collaborative individual to join our team as a Customer Experience Specialist. Homes by Avi has been building family homes since 1978, with home building divisions in Calgary, Edmonton, and Austin, Texas.
**Customer Experience Specialist / Warranty Coordinator**
You will work directly under the leadership of the Warranty Manager to provide superior customer service and value to clients by ensuring all customer concerns are dealt with quickly and fairly with proactive follow up.
**Who you are**:
You are an individual who is highly organized, exceptionally efficient and has a positive, flexible, “can-do” attitude. Providing exceptional customer service to both your internal and external customers is effortlessness.
You are a natural administrator, able to work in a fast-paced environment, and eager to lend a hand, or step up to a challenge. Your intuition is on point, and you can foresee what the next steps are, and initiate actions before they come across your desk.
You have an extensive and well-rounded knowledge of Microsoft Office products, and the ability to pivot from task to task while balancing ever-changing priorities.
You are an articulate communicator in both your written and verbal correspondence, equally professional and detailed.
**What You Will Do**:
- Ensure a smooth and stress free new home building experience for our customers by proactively communicating with each customer at key contact points in the home building process.
- Liaise with sales & production staff to minimize errors and manage customer expectations.
- Facilitate walkthrough and possession times with homeowners, and communicate with lawyers and lenders when required to ensure a smooth possession turnover.
- Coordinate completion of warranty work with customers, warranty technicians, trades & suppliers, including booking appointment times and completing follow-up.
- Identify and implement improvements to the customer experience including communications, processes, procedures, etc.
- Direct all front line contact with customers, trades and suppliers in a positive and professional manner.
**Your Qualifications - The Must Have’s**
- 5+ years of professional experience in a customer service role
- Excellent written and verbal communication skills
- Ability to read and interpret blueprints
- Tech savvy, with intermediate experience with Microsoft Office products
- Ability to independently manage multiple deadlines and various projects
- Experience working directly with Warranty and Construction teams
- Self-motivator with strong organizational and intra-personal skills
- Exceptionally attentive to task and detail
- Respect, patience and sensitivity handling difficult issues
