Customer Care Administrator

**Who We Are**

RioCan is one of Canada's largest Real Estate Investment Trusts (REIT). We own, manage and develop retail-focused, increasingly mixed-use properties in Canada's major markets. We pioneered the REIT concept over 30 years ago and have transformed Canadian real estate.

We are proud to be recognized as one of Canada's Greenest Employers and a Greater Toronto's Top Employer. At RioCan, you can build a career with real impact and longevity. You get the stability and resources of an established company and the entrepreneurial and collaborative spirit of a start-up. Life at RioCan is dynamic and fast-paced. We know that great ideas can come from anywhere, and we empower our people to suggest and implement them. We value different voices and perspectives and appreciate that the unique backgrounds and identities we each bring to our jobs make the whole business stronger.

**POSITION OVERVIEW**:
This role is located at Verge Condos in Queensway, Etobicoke. The Customer Care Administrator is responsible for front-line interactions with our condominium homeowners, providing exceptional service throughout the pre
- and post-occupancy process. Key responsibilities include preparing homes for occupancy, assembling Pre-Delivery Inspection (PDI) packages, managing walk-ins, coordinating appointments, and ensuring smooth communication with homeowners, vendors, and internal teams.

This role plays a key part in supporting the efficiency of the Customer Care team through strong organization, attention to detail, and proactive problem-solving. With a customer-forward and personal approach, the Administrator ensures homeowners feel supported during the occupancy and warranty phases; anticipating customer needs, resolving issues promptly, and contributing to a positive purchaser experience.

**RESPONSIBILITIES**:
- Collaborates with and supports the Customer Care team in all aspects of the Pre-Delivery Inspection (PDI) process, suite closings, and warranty procedures;
- Manages scheduled appointments, ensuring timely follow-up as necessary;
- Schedules and coordinates appointments with homeowners for PDIs, warranty repairs, and other relevant arrangements;
- Prepares PDI packages, ensuring inclusion of documents such as the Certificate of Completion and Possession, PDI form, floor plans, and décor selections/upgrades;
- Monitors warranty forms daily through the Tarion Builder Link portal;
- Prepares service documentation for in-house technicians and third-party trade vendors;
- Assists with suite closing preparations, closing packages (including gifts, keys, documents, etc.) and confirming suite readiness;
- Manages incoming inquiries, screening and directing them to appropriate departments or team members;
- Maintains strong relationships and clear communication with all stakeholders;
- Demonstrates a willingness to embrace training, continuously develop new skills, and share expertise with the team.

**QUALIFICATIONS**:
- Post-secondary education preferred, but relevant experience will be considered in lieu;
- Strong customer service skills with the ability to effectively resolve issues and anticipate customer needs;
- Solid understanding of Tarion processes is an asset;
- Ability to prioritize tasks, meet deadlines, and manage varying workloads efficiently;
- Excellent written and verbal communication skills, with a focus on clear and professional interactions;
- Proficient in Microsoft Office Suite (Excel, Outlook, Word);
- Capable of working under pressure and coordinating multiple tasks and stakeholders to ensure optimal efficiency;
- Demonstrates a proactive, detail-oriented approach to administrative tasks;
- Other duties as required.

**Why join RioCan?**

We believe in rewarding you for what you do and investing in your career and long-term success. Our total rewards and perquisites program is designed to fit and enrich your life physically, emotionally, financially, and socially. We offer eligible employees:
**Work / Life Balance** that prioritizes YOU. Enjoy a hybrid work model with flexible work hours, an extra-long weekend with our RioCan Cares Day, and half days before every long weekend in the summer.

**Professional Growth and Development** that includes a continuing education reimbursement, a mentorship and leadership development program, on-demand online learning, and cross-training opportunities.

An **Extensive Health and Benefits Program** that includes health and dental benefits for you and your family starting on day one, a healthcare spending account, an employee family and assistance program, virtual healthcare, and other resources.

A **Comprehensive Retirement Program** to help prepare our employees for the future. This includes matching employee contributions in a retirement savings plan, pension plan, and an employee unit purchase plan.

**Additional Perks and Benefits** that include paid time off, parental leave top-up, various employee discounts, employee referral and recognition pr