Customer Care Administrator

Since 1973, Melrose Investments Inc. represents experience, teamwork and stability. The Company's portfolio has grown to include scores of innovative new properties in the industrial, office and retail sectors, numerous high-rise condominiums and a land development division that has laid the groundwork for new homes and businesses across the GTA and Southern Ontario. Our High-Rise Division's goal is to enhance neighbourhoods by delivering high-quality, high-rise developments with careful consideration of the location, suite design, building features, finishes and amenities.

**The role of the CUSTOMER CARE ADMINISTRATOR** is to provide superior customer support to Homeowners during the phase of Occupancy to Post Occupancy warranty phase, while protecting the interest of the Company and adhering to Tarion guidelines. The Customer Care Administrator will interact with Homeowners, Trades and site personnel to assist with the coordination of all service and warranty requirements, while maintaining a high-degree of customer satisfaction.

The main **DUTIES & RESPONSIBILITIES** of the Customer Care Administrator includes (but not limited to):

- Conduct, perform and update all service-related administrative duties including coordinator and service schedules, deficiency reports, work orders, homeowner, condo and Tarion correspondence
- Maintain customer service files
- Prepare service schedules and updates for all sites
- Prepare schedule for PDI Appointments, Pre-PDI, Pre-Performance Audit and Performance Audit
- Review closing date changes, re-schedule PDIs and prep schedule, update PDI/Prep report and distribute revised schedules
- Track all PDI reports and 30-Day, Year-End, and 2-Year Lists and Performance Audits and prepare tracking sheets and distribute to site staff and coordinators weekly
- Assist with coordinating and administering all pre-PDI, PDI, pre-Performance Audit and Performance Audit work
- Handle all incoming inquiries from Property Management and Homeowners
- Seek to provide superior customer service, protecting the interest of the Company and preventing Tarion intervention whenever possible
- Minimum of three (3) years of administrative experience working in a fast-paced office environment
- Customer service experience, dealing with customers and handling complaints or controversial matters where considerable judgement and resourcefulness are required
- Adept at handling problems and resolving conflicts as a regular part of the job
- Excellent software skills (MS Excel, Word, Outlook, etc.)
- Knowledge of the residential high-rise development industry, construction industry, real estate industry strongly preferred
- Post-secondary Degree or Diploma in Business Administration or related field of study
- Exceptional energy, drive and motivation
- Detail oriented individual who adheres to aggressive timelines
- Extremely efficient communicator with the ability to write comprehensive reports and draft policy
- Superior English and strong verbal communication skills
- **Regular Working Hours for this role are Monday-Friday 8:00am to 5:30pm* **_

Additional pay:

- Bonus pay

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Oakville, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you okay to work in an office on a full-time basis (i.e. Monday-Friday 8:00am-5:30pm)?

**Experience**:

- Customer service: 3 years (preferred)
- Administrative: 3 years (required)
- Microsoft Excel: 3 years (required)
- Microsoft Outlook: 3 years (required)