Service Coordinator

Title: Service Coordinator
Company:       Hopewell Residential Management 
Job Type: Full-Time 
Department:   Single Family
City: Calgary

Hopewell Residential Management LP ("Hopewell") is one of Alberta's leading residential development companies, and for more than 30 years we have been building homes and creating communities that are made to live. As an operationally efficient production builder, we prioritize customer needs and wants through thoughtful product design, customer service excellence and a vision of creating the spaces and places where people love to live. With our collaborative, thoughtful, efficient, and accountable approach, our world-class team distinguishes Hopewell as a leader in community development and home-building. 

The position will report directly to the Warranty Manager and work alongside the Service Technicians.

Key Responsibilities: 

• Interact with homeowners, trades, suppliers and fellow employees via phone and email, delivering a high level of service, care and attention to the need in each call.
• Partner with the Customer Liaison and Service teams in sourcing information to problem solve, coordinate efforts, and ultimately provide resolution for our homeowners' issues. You must balance the responsibilities of the organization under Alberta New Home Warranty by delivering best-in-class homeowner experience.
• Assist the Service team to integrate Hopewell's customer philosophy throughout our systems, skills and attitudes, resulting in a positive company image and a continued positive building experience for our homeowners.
• Support the Service Coordinators in the accurate distribution or filing of department documentation.
• Schedule homeowner post possession inspections or trade days.
• Support the service technician by providing necessary documents and inspection details for appointment preparation.
• Issue work orders & Issue purchase orders.
• Maintain Service database of customers, trades and work order information.
• Provide vacation cover and back up to Service Coordinators when required.
• Attend Service department meetings as required as well as participate in any scheduled corporate meetings as required.
• Other duties and responsibilities as assigned.

Requirements:

• Minimum 1 year of progressive experience within the residential housing industry.
• Strong administrative skills to include Microsoft Office and Outlook are necessary.
• Working knowledge of database systems such as Newstar, Sales Force, Vendorlink, and On Location would be considered an asset.
• Related knowledge, skills and experiences will be considered, however, previous experience as a Service or Construction Coordinator, Customer Relations, and/or Customer Care role is strongly preferred.
• Ability to handle a high volume of communications daily, primarily via email, while demonstrating professionalism, tact and upholding the Hopewell customer philosophy in every interaction.
• Knowledge of provincially mandated new home warranty is considered an asset.
• Excellent interpersonal and problem-solving skills.
• Ability to build and maintain relationships.
• Effective communications skills, both oral and written.
• Attention to detail and high level of accuracy.
• Very effective organization and time management skills.
• High school diploma or equivalent. 

Physical Demand Requirements:

• VISION - Near and far vision.  Some work activities involve the monitoring of processes, objects or situations in the work environment that are far from the worker.   Other work activities are performed near the worker.
• HEARING - Verbal interaction.  Work activities involve communication with colleagues on a regular basis.
• BODY POSITION - Work activities involve combinations and varying degrees of sitting, standing, walking, bending, stooping, kneeling, and crouching.
• LIMB COORDINATION - Multiple limb coordination.  Work activities are carried out by coordinating the movements of upper limbs simultaneously with lower limbs.
• STRENGTH – High.  Work activities involve handling load of 10lb but less than 50lb.
• ENVIRONMENT – Primarily outdoors, in all weather conditions.  
• HEIGHT – Ability to work at high levels on ladders, scaffolding and climb stairs.

Hopewell has a comprehensive Health & Safety program including policies, procedures, and safe work practices.

Working Conditions: This is an office position and traditional core hours are Monday to Friday from 8am to 5pm. Work may be required occasionally on weekends and/or evenings.

• Primarily a customer focused position.
• Fast paced and multi-tasking environment.
• Position requires sitting in front of a monitor for long periods of time. 

Benefits:

• Start with 3 weeks' vacation.
• 5 flex days.
• Extended heath care.
• Dental care.
• Vision care.
• Employee assistance program.
• RRSP matching.