Customer Care Administrator

Toronto

Full-time

The role of the Customer Care Administrator is to provide support to the customer service team and act as the primary point of contact for homeowners, addressing their inquiries and concerns promptly and professionally.

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Key Responsibilities & Accountabilities

Oversight and ownership of the project email and Salesforce accounts, as assigned, with thorough responses to all emails within 1-day of the inquiry.
Support the Customer Care team working at our site office(s), provide general office support and complete tasks as assigned.
Meet and greet all visitors to the Customer Care site office(s) and ensure appropriate screening for the type of inquiry. Respond to email, telephone, and in-person inquiries in an appropriate manner. Conduct oneself in a manner consistent with the professionalism and demeanor associated with the best practices of customer service.
Adhere to safety standards across all projects on active construction sites and in the post-occupancy phases of a building.
Provide pre- and post-occupancy Customer Care services, including but not limited to:
Pre-Delivery Inspection (PDI) Support – Prepare forms required for the PDI process including Tarion Warranty Certificates, PDI checklist, and sign-off forms. Responsible for entering, tracking, and booking PDI appointments with Purchasers and ensuring all suites are 100% PDI ready and deficiencies are completed within 2 weeks of PDI being completed. Aid in achieving industry-leading records for the lowest number of deficiencies per PDI, turning over deficiency-free suites upon occupancy, lowest percentage of units submitting 30-day and 1-Year forms, and achieving the highest purchaser/resident satisfaction levels.
Suite Closings/Occupancy - Prepare forms required for Occupancy process including Occupancy Packages. Coordinate with Property Management to receive signed forms. Ensure the Key Sign-Off Sheet has been documented and filed.
Post Occupancy Care – Accept and screen Post Occupancy requests made by homeowners. Track, record and administer resolutions to requests into the Salesforce deficiency tracking system. Inspect and process deficiency resolution appointments and schedule as required. Assist the Project Coordinator with scheduling and coordination of trades and handymen to address deficiencies.
Reporting and Meetings – Support the Customer Care Project Coordinator to update weekly reports and execute on ad hoc requests, including preparation of meeting trackers and/or other materials.
Report to the AVP, Customer Care (or other interim executive as applicable), offering support to the team and completing tasks as assigned.
Maintain office inventory as required
Perform other duties as required.