Customer Care Representative I

at  Tridel

Join Tridel: Building Communities, Growing Careers
Build Your Future with Us

Our strength, innovation and growth are the result of talented individuals who come together as a team to build sustainable and award-winning homes and communities. Through passion and dedication, our employees work collectively to develop some of the largest and most complex projects within the Greater Toronto Area. We recognize our employees are the key to our success, and we invest in creating a meaningful employee experience and culture that promotes:

• Professional development opportunities
• A diverse and robust suite of benefits and perks
• Social and sustainable impact within our company and the communities we build, and much more.

As a Tridel employee, you contribute to our purpose and standard of excellence while building homes for people today and the generations of tomorrow.
A Glimpse into Your Daily Activities

Primary Responsibilities

• Verbal and written responses to all incoming contacts through the C3 Customer Relationship Management (CRM) System and other related tools.
• Conduct construction and quality assurance inspections.
• Advocate for customer concerns, tracking, and escalating issues as required.
• Screen and route calls and customer issues based on the scope of each concern.
• Monitor emails during evenings and weekends to ensure compliance with our 24-hour response commitment to customers.
• Manage and coordinate warranty services for homeowners, collaborating with trades and other stakeholders.
• Maintain an accurate directory of personnel and Tridel Communities.
• Track and participate in responses to all legal correspondence sent to the Customer Care department.
• Process acceleration and extension requests.
• Liaise with the after-hours call center to coordinate service coverage.
• Handle purchase order and invoice processing.
• Meet or exceed individual key performance indicators (e.g., Net Promoter Score, Customer)

Secondary Responsibilities

• Coordinate the issuing of formal purchaser notifications and customer communications as needed.
• Assist with departmental meetings, Customer Workshops, Education Seminars, and other special projects as required.
• Contribute to and participate in the social media/web promotion of the company.
• Assist and support other job functions as required.

The Architect of Your Success

• Consistently meet or exceed key performance indicators (KPIs) relevant to the role.
• Gain a solid understanding of the primary responsibilities associated with the Customer Care Representative I role, demonstrating proficiency in handling routine tasks and inquiries.
• Showcase problem-solving skills by effectively addressing customer concerns and inquiries of increasing complexity.
• Develop strong communication skills, both verbal and written, particularly when responding to customer emails, legal correspondence, and handling complex issues.
• Exhibit effective collaboration with team members, trades, and other stakeholders in resolving customer concerns and coordinating warranty services.
• Participate in relevant training programs to enhance skills and broaden knowledge in areas related to the role.
• Show willingness to mentor and support newer team members, contributing to the overall growth and success of the team.
• Demonstrate initiative by taking on additional responsibilities and showing a proactive approach to problem-solving.
• Foster positive customer interactions, with a focus on resolving issues in a way that enhances customer satisfaction.

Predictive Index® Behavioural Assessment
As you move forward with your application for a position at Deltera, we’d like to highlight a crucial step in our hiring process. Alongside submitting your resume using the “Apply” button below, we kindly request that applicants set aside 5-10 uninterrupted minutes to complete the Predictive Index® Behavioural Assessment. It’s important to note that this assessment isn’t designed to measure intelligence, education, or experience. Instead, it focuses on understanding your unique work and communication needs.
To initiate this step, kindly access the assessment through the following link: https://assessment.predictiveindex.com/bo/7FG6/CustomerCareRepresentative.
We appreciate your commitment to this process, as it plays a key role in ensuring a comprehensive evaluation of your suitability for the position.
Who We Are
Founded in 1934, Tridel is responsible for delivering over 89,000 homes to date, and we are proud to continue building not just our legacy but communities for years to come.
As a purpose-driven company guided by our ‘Built for Life®’ commitment, we create socially and environmentally responsible communities and invest in innovations that promote quality, sustainability, high performance in construction, social inclusion and cohesion, and community economic development. As an award-winning company, we are proud to be recognized as an industry leader for excellence in design and construction, green building, corporate social responsibility, diversity, equity and inclusion, customer service, and more.
Supporting Inclusion and Belonging
Tridel is committed to having a workforce that reflects the communities where we build, where everyone feels they belong, is physically and psychologically safe, and can reach their full potential. We embrace diversity while reinforcing equity and inclusion and are committed to building a team with a range of experiences and skills.
As an equal opportunity employer, we encourage all qualified individuals to apply, including those who self-identify as Indigenous in Canada (First Nations, Métis, Inuit), are from racialized communities, and persons with disabilities. We remain committed to a barrier-free recruitment and selection process and will provide accommodation upon request. If you require accommodation at any stage of the recruitment process, please email your request to recruitmentaccommodations@tridel.com. All information received will be handled in strict confidence.
As part of Tridel Group of Companies’ recruitment and selection process, we utilize Artificial Intelligence (AI) for candidate screening

Primary Responsibilities

• Verbal and written responses to all incoming contacts through the C3 Customer Relationship Management (CRM) System and other related tools.
• Conduct construction and quality assurance inspections.
• Advocate for customer concerns, tracking, and escalating issues as required.
• Screen and route calls and customer issues based on the scope of each concern.
• Monitor emails during evenings and weekends to ensure compliance with our 24-hour response commitment to customers.
• Manage and coordinate warranty services for homeowners, collaborating with trades and other stakeholders.
• Maintain an accurate directory of personnel and Tridel Communities.
• Track and participate in responses to all legal correspondence sent to the Customer Care department.
• Process acceleration and extension requests.
• Liaise with the after-hours call center to coordinate service coverage.
• Handle purchase order and invoice processing.
• Meet or exceed individual key performance indicators (e.g., Net Promoter Score, Customer

Secondary Responsibilities

• Coordinate the issuing of formal purchaser notifications and customer communications as needed.
• Assist with departmental meetings, Customer Workshops, Education Seminars, and other special projects as required.
• Contribute to and participate in the social media/web promotion of the company.
• Assist and support other job functions as required