Customer Care Coordinator

at  Mattamy Homes

WHO WE ARE

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across Canada and the United States. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area as well as in Ottawa, Calgary and Edmonton.

WHAT YOU’LL DO

• Field and research all Homeowner telephone calls/e-mails and respond to concerns and inquiries within our service standards (response within 4 business hours).
• Document all e-mails, phone conversations, and correspondence in DynaMX.
• Liaise between Homeowner and Warranty, Construction, Architecture, Land, Accounting and Sales and Marketing. Provide follow-up and advise of outcome.
• Set homeowner expectations by creating and distributing educational material (Eg. Seasonal Notifications, Preparing for Possession, etc.).
• Photograph construction progress and send out Milestone e-mails weekly to all qualifying homeowners. Homeowners receive 3 Photo Milestones of the home throughout their build: Excavation, Framing Completion & Cabinet Install
• Schedule and plan designated Mattamy University community sessions. Mattamy U is an in-person homeowner event intended to educate homeowners about the building process. Participate in three-four sessions every year (public speaking required).
• Assist in scheduling homeowner visits with construction or yourself (Eg, Blind Measurements, Prayer Ceremonies, Security Systems, etc.)
• Manage regularly occurring Possessions/Key Pick Up Appointments and assist homeowners with closing issues that may come up
• Evaluate overall homeowner experience.
• Participate in site walks with the build team.
• Attend bi-weekly community team meetings on site with Construction/Warranty/Sales/Design to discuss current issues and keep your finger on the “pulse”.

What you bring

• Professional, mature individual with minimum two years progressive customer service experience
• Ability to multi-task in an extremely fast pace working office environment
• Well-organized, confident individual with the ability to prioritize work and meet deadlines
• Self-starter, ability to obtain complete and accurate resolutions from company or industry resources
• Demonstrated interpersonal/customer service skills in dealing effectively with the public/homeowners.
• Ability to deal professionally and effectively with homeowners
• Excellent written, oral and listening skills
• Strong computer skills in Microsoft Office products