Customer Care Coordinator

With our continued rapid growth, we are currently seeking a talented, dynamic and ambitious individual to join our team as a Customer Care Coordinator.

The Customer Care Coordinator will be responsible for but not limited to the following duties and responsibilities:

Responsibilities:

• Effectively communicate in a professional manner with homeowners, construction personnel, consultants and trade contractors.
• Ensure coordination between the Sales, Project Management and Construction teams.
• Schedule and coordinate re-occurring on site meetings between the Customer Care and Construction teams.
• Attend construction meetings to uphold quality service standards with third party trades, and the construction teams.
• Manage the quality control (QC) and Pre-Delivery Inspection (PDI) processes.
• Arrange PDI packages and homeowner information material, including preparing CCPs.
• Coordinate schedules between trade and site personnel and address enquiries as required.
• Communicate with Tarion Home Warranty Program representatives.
• Communicate with homeowners and attend on site meetings to assess deficiency.
• Respond to and provide immediate resolution to homeowner concerns.
• Process all warranty related claims including Tarion submissions.
• Coordinate repair appointments and ensure repair completion.
• Review and monitor completion of the Technical Audit, PDI, 30-Day, Year-End, and 2ndYear Tarion forms, ensuring timely response by Customer Care Personnel and or Trades.
• Obtain quotes, issue work orders and purchase orders, and track deliverables from third party suppliers and contractors
• Coordinate signoffs, WOs, POs, MSD forms
• Maintain and track customer communication and monitor the completion of all required service administration records, including all Tarion Builder updates.
• Assist in the training of new hires, placement, monitoring and evaluation of personnel.
• Provide regular reporting to management to measure the number, type, and completion status of PDI and warranty items. Identify recurring items, investigate and eliminate or reduce where possible.
• Participating in overall project closeout, including document archival, maintenance and warranty manuals, deficiencies, and warranty work.
• Oversee conciliations between homeowners and Tarion and advocate for timely resolutions.
• Assist in developing systems and processes to prevent and mitigate conciliations.
• Continuously work on improving the customer care experience to exceed customer expectations.
• Continually work towards self-development to stay current on Customer Care practices (Tarion) and the Construction Industry standard.

Qualifications:

• You have construction related training in a similar role with 3+ years of progressive experience or an equivalent combination of technical training and experience.
• Excellent understanding of the Tarion Warranty Coverage and Construction Performance Guidelines.
• Strong knowledge of High-Rise and Low-Rise construction processes including scheduling, sequencing and timelines.
• Working knowledge of construction management software packages (Builderlynx) and strong computer skills required (Microsoft Office).
• Experience working on large residential projects within a strong team-based environment focused on continuous improvement and quality customer service.
• Ability to create and manage the document control process
• Effective verbal and written communication skills.
• Strong interpersonal skills and the ability to negotiate effectively.
• Strong planning, organizational, and time management skills with the ability to multitask and prioritize direct-report tasks for prompt execution.
• Ability to identify and manage risk and opportunities on construction projects.
• Demonstrates strong problem-solving and decision-making skills.
• Demonstrates flexibility and ability to work in a fast-paced environment.
• Valid Driver License and access to a vehicle
• Ability to move from site to site within Southern Ontario with minimal notice as required.

Ambria provides a unique career opportunity within a progressive supportive work environment promoting continuous learning and opportunity for growth, as well as a competitive compensation package.

If this opportunity matches your interest and experience, please email your resume to careers@ambria.ca

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