Customer Care Coordinator and Manager

Customer Care Coordinator and Customer Care Manager

Our Client

A renowned & award winning high rise home-builder that has delivered state of the art communities across the GTA. They have been in business for over 30 years and are looking to add a a skilledCustomer Care Coordinator and a Customer Care Manager.

Primary Responsibilities

• Respond to all inquiries from members of the Customer Care team with respect to file reviews,
• upgrades, purchaser information, and trade inquires etc.
• Respond to trade, site and Technicians' inquiries relating to scheduling
• Check Tarion Warranty Programs website for "What's New", copy or insert into service program
• for Coordinators and/or Technicians. Advise Manager of any conciliation reports
• Schedule Pre Delivery Inspections ("PDI") appointments with Purchasers as requested. Prepare
• and send out PDI packages and homeowner information material, including creating and printing
• Certificate of Completion & Possession ("CCP"). Schedule Technicians/Manager to conduct the
• PDI when required
• Update Purchaser information on Tarion Portal and REMS/NewStar
• Send CCP to Tarion when home has closed via online at www.tarion.com
• Send new homeowner information to all utility companies advising them of the closing dates
• Review PDI, 30-Day, Year-End, and 2nd Year Tarion forms received from homeowners. Create files in Service program. Give Major Structural Defect ("MSD") forms directly to Manager for review
• Create trade Work Orders ("WO's") and Purchase Orders ("PO's") with all WO's being forwarded
• to Coordinators to book service appointments
• Create report (aging report) on outstanding service work for all sites (per trade). Forward to
• Coordinators for follow up. Provide same to Manager when requested
• Complete signoffs, WO's and PO's for all sites in REMS/NewStar
• Prepare PO's with related invoices for signature by Manager. Provide 2 copies one for finance and one for lot file. If lot file is on site, scan a copy to applicable site
• Create service files for all sites
• Back-up for other Coordinators when they are not available or need assistance
• Conduct research for Customer Care team when required
• Update service calendar with conciliation dates and cancellations
• Complete cheque requisitions when requested by Customer Care team
• Complete back charges when required with relevant documents to support
• Prepare letters for referral cheques and mail out
• Assist Manger with and conciliations/claims that are scheduled for your specified site.

Skills and Qualifications

• Minimum of 1+ year in a new home construction
• A strong working knowledge of Newstar, Tarion Builder Link and Microsoft Office.
• An understanding of the Tarion Construction Performance Guidelines and how it pertains to the Tarion 1, 2, and 7 year warranties.
• Strong organizational and time management skills to be able to prioritize and multitask to achieve positive results.
• You must have the ability to use common sense and sound judgement to come to decisions on many different situations as needed.
• A general working knowledge and understanding of residential construction for both low rise and high-rise projects.

Compensation Package

$65,000-$75,000 plus package & benefits
$90K plus

#15706901