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Job Description

Our client is a leader in the building space looing for someone with an amazing attitude to hit the ground running, This position will work closely with the Vice President, Customer Care.

Roles and Responsibilities

    • Provide post-occupancy Customer Care service, process all warranty claims and assist homeowners through the claims process
    • Provide outstanding customer service to homeowners, aid in achieving highest homeowner/resident satisfaction levels and maintain our zero chargeable conciliation record
    • Full oversight and ownership of the project email accounts and phone lines, as assigned, with thorough responses to all emails within 1-day of the inquiry
    • Ability to understand and work efficiently with our CRM software – SalesForce
    • Track and update all pertinent information within a dynamic Excel tracking system or via
    • Salesforce – CRM
    • Provide notices and communicate with homeowners and third party agents
    • Screen and record all incoming post-occupancy requests and schedule deficiency resolution with the appropriate handymen/trades in a timely manner
    • Assess warranty coverage limits, track POs and monitor budget expenditures
    • Manage and process incoming work orders and service requests
    • Schedule inspections and repairs with homeowners, trades and internal personnel as required
    • Schedule quality control inspections
    • Respond independently to enquiries and escalate complex client enquiries to appropriate parties based on knowledge of the situation and our organization
    • Keep updated on the latest Tarion news, industry changes and updates
    • Ensure we exceed all our obligations to purchasers under our Agreement of Purchase & Sale
    • Flexibility to work outside core hours to maintain project tasks as required
    • Respond to email, telephone and in person inquiries in a professional and appropriate manner. Ensure appropriate screening for the type of inquiry
    • Conduct oneself in a manner consistent with the professionalism and demeanor associated with the best practices of customer service
    • Support the Customer Care team working at our site office(s), provide general office support and complete tasks as assigned
    • Handle sensitive information in a confidential manner. Exhibit the highest degree of honesty and professionalism.
    • Report to the VP, Customer Care, offering support to the team and completing tasks as assigned

The Right Candidate

    • Post-secondary education
    • Minimum 2 years of experience in a similar Service & Warranty role
    • Experience in parts inventory, trade relations and customer service
    • Knowledge and understanding of the Real Estate industry and TARION processes and requirements
    • Proficient in Microsoft Office and advanced knowledge of CRM platforms
    • Task oriented with excellent time management skills
    • Well organized with the ability to shift competing priorities
    • Strong problem-solving abilities and strong sense of accountability
    • Excellent oral and written communication skills
    • Self-starter attitude with an ability to work in an environment without constant guidance and direction
    • Handle challenging and stressful situations while working to reach a resolution calmly and skillfully
    • Excellent attention to detail and organizational skills
    • Enjoys a fast pace environment and is highly professional

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