Customer Care Administrator

at  Shiplake Properties

Collecdev Markee is seeking a Customer Care Administrator who will be responsible for providing superior customer service and support to homeowners, Collecdev Construction staff, Trade Partners, Pre-Delivery Inspectors, and Property Management.
The candidate will serve as a trusted advisor and will execute a full complement of customer care initiatives to ensure a high standard of customer satisfaction.
Reporting to the Customer Care Manager, the Customer Care Administrator will be a self-motivated, energetic, driven, and results-oriented type of individual. Working closely with our construction team, property management, and trade partners, you will strive to ensure the working relationship is seamless in the interest of Collecdev-Markee purchasers.

QUALIFICATIONS/SKILLS:

• Post-secondary education in a related field, or equivalent
• 2+ years’ previous experience in the home construction service industry and a proven ability to deliver exceptional customer service within the residential sector.
• Knowledge of Tarion, OBC processes, and a general understanding of construction processes required.
• Demonstrated ability to manage conflict and convey solutions for problem resolution.
• Possess excellent written and verbal communication skills.
• Strong knowledge of Microsoft Office Suite of products.
• Builder Software (Aconex) experience preferred.
  Collecdev-Markee is committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a team that reflects the diversity of our customers and the communities in which we live and serve. Collecdev-Markee is committed to creating an environment where every employee has the opportunity to reach their potential. We hire based on merit and are committed to the principle of equity in employment. We welcome diversity and encourage applications from all qualified individuals. As part of our commitment to accessibility for all persons with disabilities, Collecdev-Markee will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. If you are selected for an interview and you require accommodation, please inform Human Resources.

RESPONSIBILITIES:

To help with administrative responsibilities that will streamline customer care efforts to efficiently manage any service work or warranty issues that may arise during occupancy, ensuring a quality experience for all purchasers and stakeholders. Provide pre and post occupancy Customer Care services, including, but not limited to;

• Provide superior homeowner satisfaction to build customer loyalty.
• Help send purchasers occupancy letters, in accordance with the Agreement of Purchase and Sale (APS), and Statement of Critical Dates, when required.
• Track and update all post-sales amendments in the project closing report i.e. name and/or address changes, assignments, and solicitor info.
• Assists in the coordination, implementation, and scheduling of the Homeowner Information Session.

RESPONSIBILITIES CONT.’D

• Prepare internal and external communications such as construction updates and welcome letters.
• Provide support as needed to the Customer Care Manager and pre-delivery Inspectors (PDI).
• Coordinate with Property Management to prepare forms required for the occupancy process including key sign-off sheets.
• Ensure suite readiness by tracking any deficiencies and completion of items before PDI appointment.
• Prepare forms required for PDI process including Tarion Warranty Certificates and HIP.
• Coordinate with Finishing Supers Scheduled PDI appointments.
• Ensure Certificate of Completion and Possession (CCP) Documentation is complete.
• Ensure Personal, Protective Equipment (PPE) is available at the time of PDI appointment and that safety protocols are adhered to, if required.
• Ensure accurate reporting of suite deficiencies in Aconex to trade partners and suppliers, by assigning tasks for completion.
• Print handyman related deficiency list on a daily basis to ensure successful completion.
• Ensure deficiencies are completed within 1 week of PDI.
• Aid in achieving industry leading records for the lowest number of deficiencies per PDI, turning over deficiency-free suites upon occupancy, the lowest percentage of units submitting 30-day and 1-year forms, achieving the highest level of customer satisfaction levels.
• Prepare suites with closing gifts on the occupancy date.
• Coordinate scheduling service work with homeowners, service technicians, and trade partners.

RESPONSIBILITIES CONT’D.

• Schedule post-closing appointments with homeowners for deficiency repair work, when required
• Effectively and positively communicate and report progress and trade intervention requirements to internal and external partners as needed.
• Prepare and distribute weekly progress reports.
• Monitor the Tarion Builderlink portal, manage all warranty submissions, and ensure all forms are uploaded into Aconex and saved to SharePoint.
• Monitor the Tarion portal daily to identify and print any new conciliations, 30 days, 1-year or 2-year inspections.
• Ensure homeowner database is up to date for purchaser correspondence i.e. Mailchimp.
• Deploy customer satisfaction surveys and track analytics.
• Assists in coordinating homeowner events as an initiative to enhance customer experience.
• Review any emergency calls or e.mails from the previous night or weekend and follow up with the homeowner and/or trades
• Full oversight and ownership of the project e-mail account, as assigned, with detailed responses to all emails within 1-day of the inquiry.
• Other duties within the scope, spirit, and purpose of the job, as requested by management.