Customer Care Representative

Position Overview:

We are seeking a detail-oriented and customer-focused individual to be the main point of contact with purchasers and address their questions and concerns as they take possession of their new home. This role combines customer service and project coordination, ensuring the successful handover of properties and facilitating homeowner occupancy. The ideal candidate will provide exceptional customer support, coordinate between internal teams, and ensure all logistical and operational aspects are addressed during the handover process.

This is a client-facing role that is responsible for activities related to pre-occupancy and the New Home Warranty, both before and after homeowners take possession of their new homes.

Key Responsibilities:

• Customer Service:
  • Serve as the primary point of contact for Purchasers during the homeowner orientation, move-in and after move-in.
  • Address Homeowner inquiries, concerns, and requests related to occupancy and building features via phone or email.
  • Ensure Purchasers / Homeowners are provided with necessary information during the time of closing.
  • Maintain a positive, responsive relationship with Purchasers / Homeowners throughout the move-in process.
• Project Coordination:
  • Collaborate with the onsite customer service team, in-office accounting team, legal conveyancing team, project marketing team, and other departments to ensure all tasks are completed before tenant move-in.
  • Create and maintain schedules for the handover process, ensuring timely completion of all activities.
  • Coordinate the preparation of documentation, including move-in instructions, key handover, and building compliance certificates.
• Logistical Support:
  • Organize and monitor the scheduling of building inspections, moving dates, and contractor services.
  • Facilitate smooth communication between Purchasers / Homeowners and relevant departments to address any operational needs.
• Purchasers / Homeowners Engagement:
  • Provide a seamless move-in experience by communicating with Purchasers / Homeowners before and after building orientation and occupancy.
  • Address any immediate issues or concerns raised by Purchasers / Homeowners during the move-in process.
  • Ensure Purchasers / Homeowners feel welcomed and supported, maintaining a high level of customer satisfaction.

Qualifications:

• Excellent communication skills, both verbal and written.
• Being comfortable in a client facing role.
• Proven experience in customer service and/or project coordination.
• Strong organizational and multitasking abilities.
• Ability to manage timelines and prioritize tasks effectively.
• Proficiency in MS Office Suite (Excel, Word, Outlook).
• Experience in the real estate or property management industry is a plus.

Key Skills:

• Customer-focused with a solution-oriented approach.
• Strong project management and coordination skills.
• Ability to handle multiple tasks and adapt to changing priorities.
• Conflict resolution and problem-solving abilities.
• Attention to detail and proactive approach to task management.

Benefits:

• Free on-site parking.
• Free gym membership for yourself and spouse.
• Retirement savings plan (DPSP, RRSP, TFSA).
• Full comprehensive extended health and dental benefits.
• Employee social committee and team building activities.
• Opportunities for professional growth and development.