Customer Care Administrator

at  ADI Development Group

Adi Development Group is one of Canada’s leading, most innovative real estate development, construction management and investment companies. With over 4000 units and $3Billion of built value under development throughout the GTHA, We are on an insurgent mission to re-invent the customer experience and to deliver homes faster, better and more cost effectively to our customers. As an Adian you will have the opportunity to shape communities and create lasting landmarks that will be admired for generations. The life-defining work you will do with Adi will directly impact and positively change the lives of our customers and communities we serve. We champion ownership and encourage all of our team members to think and act like owners. Adi is committed to not only develop buildings, but to developing the leaders of tomorrow.
Successful Adians care deeply about their work and commit to continuously learn and develop in their field. Adians think about how every decision they make will impact our customers and go the extra mile to deliver an exceptional customer experience. Our most successful Adians work with a bias toward action. They value experimentation and trying new ways of working to ensure we deliver results to our customers.
Adians offer support to our teammates before being asked. We help each other improve through candid, constructive feedback and empower each other to perform. It does not matter if you are a new or seasoned Adian. We welcome diverse perspectives and encourage each other to speak up. Successful Adians challenge each others’ thinking through respectful and thoughtful debate. When we reach a decision, we commit and move forward together. We are a team. We face adversity together. We learn together. We win together.

• Responsible for the customer journey, experience and relationship from the point of post-sale onwards
• Continuously improve the customer service experience and processes to deliver a world-class experience
• Act as the first level of escalations, respond to and provide fast resolution to homeowner concern
• Provide on-time metrics reporting to management
• Collect, review, and schedule 9 day/30 day/6 month/1 year/2 year Warranty Service requests and oversee the timely completion of all deficiencies
• Complete Quality Control Inspection (QCI) and Pre-Delivery Inspection (PDI) processes
• Coordinate all deficiency repairs with trades and warranty team to ensure swift completion of outstanding items
• Use and manage punch list software and ensure trades and service staff track and monitor deficiencies through the system
• Review and audit repairs completed by service personnel and trades to inspect quality of work and ensure all deficiencies are corrected and are up to the high standards of the company
• Participate in conciliation for identified warranty items as required at various sites
• Attend Tarion seminars and attend home purchaser functions as required
• Remain current and informed on Tarion Guidelines and attend Tarion Builder Update meetings
• Attend and contribute to construction meetings to uphold service standard with third party trades, and construction team
• Administrative duties as required
• Other duties as assigned