Customer Care

Customer Care PDI Coordinator



As the Customer Care PDI Coordinator, you will devote your full professional time and attention to the meeting Company goals. You will be responsible for achieving excellent outcomes and purchaser satisfaction by ensuring quality control in suite construction and supporting the customer care team.

Key Responsibilities & Accountabilities

  • 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:
  • a. Pre-PDI – Timely and thorough quality control inspections based on an agreed upon schedule, which can change from time to time.
  • b. Pre-Delivery Inspection (PDI) & Project Coordinator Support - Responsible for entering, tracking, and booking PDI appointments with Purchasers and ensuring all suites are 100% PDI ready and deficiencies are completed within 1 week of PDI being completed. Aid in achieving industry leading records for 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 highest purchaser/resident satisfaction levels.
  • c. Suite Closings/Occupancy – Carry out thorough closing walks of suites prior to possession by homeowners and compile the list in the Salesforce software system.
  • d. Post Occupancy Care – Aid in screening Post Occupancy requests made by homeowners. Track, record and administer resolutions to requests into the Salesforce deficiency tracking system. Provide support to Project Coordinator and VP, Customer Care.
  • Report to the AVP, Customer Care (or other interim executive as applicable), offering support to the team and completing tasks as assigned.
  • Perform other duties as required.

The Ideal Candidate

  • Proficient in MS Office Suite ( Word, Excel, PowerPoint, and Outlook)
  • Previous experience with Salesforce is an asset
  • Previous experience with Procore is an asset
  • Flexibility to work outside of core hours when business needs dictate
  • Self-starter attitude with an ability to work in a fast-paced environment
  • Highest degree of integrity, honesty, and commitment to professionalism
  • Excellent attention to detail and strong organizational skills
  • An ability to prioritize and multi-task to meet time sensitive deadlines
  • An undergraduate degree is highly desired but not necessary

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