Customer Care Coordinator

Job Responsibility:

Collecdev Markee is seeking a Customer Care Coordinator who will be responsible for providing superior customer service and support to homeowners, Collecdev Construction staff, Trade Partners, Pre-Delivery Inspectors, and Property Management.

The candidate will serve as a trusted advisor and will execute a full complement of customer care initiatives to ensure a high standard of customer satisfaction.

Reporting to the Customer Care Manager, a Customer Care Coordinator, your role is to help with administrative responsibilities that will streamline customer care efforts to efficiently manage any service work or warranty issues that may arise during occupancy, ensuring a quality experience for all Collecdev purchasers and stakeholders. Provide pre and post occupancy Customer Care services, including, but not limited to:

• Provide superior homeowner satisfaction with the goal of building customer loyalty.
• Coordinate with legal to send purchasers occupancy letters, amendments, and homeowner sessions to ensure smooth transitions.
• Track and update all post-sales amendments in project closing report i.e. name and/or address changes, assignments, solicitor info.
• Prepare internal and external communications such as construction updates and welcome letters.
• Provide support as needed to Customer Care Manager, Pre-Delivery Inspectors (POI), & Property Management.
• Coordinate with Property Management to prepare forms required for occupancy process including key sign off sheets.
• Ensure suite readiness by tracking any deficiencies and completion of items prior to POI appointment.
• Prepare forms required for POI process including Tarion Warranty Certificates.
• Coordinate with Finishing Supers to Schedule POI appointments.
• Ensure Certificate of Completion and Possession (CCP) Documentation is complete.
• Ensure Personal, Protective Equipment (PPE) is available at the time of POI appointment and that safety protocols are adhered to, if required.
• Ensure accurate reporting of suite deficiencies in Aconex to trade partners and suppliers, by assigning tasks for completion.
• Print handyman related deficiency list on a daily basis to ensure successful completion.
• Aid in achieving industry leading records for lowest number of deficiencies per POI, turning over deficiency-free suites upon occupancy, lowest percentage of units submitting 30-day and 1-year forms, achieving highest level of customer satisfaction levels.
• Prepare suites with closing gift on occupancy date.
• Coordinate with Property Management to schedule elevator bookings, track which occupants are tenants or owners.
• Coordinate scheduling service work with homeowners, service technicians and trade partners.
• Schedule post-closing appointments with homeowners for deficiency repair work, when required.
• Effectively and positively communicate and report progress and trade intervention requirements to internal and external partners as needed.
• Prepare and distribute weekly progress reports.
• Monitor Tarion Builder link portal, manage all warranty submissions, ensure all forms are uploaded into Aconex.
• Monitor Tarion portal daily to identify and print any new conciliations, 30 days, 1- year or 2-year inspections.
• Ensure the homeowner database is up to date for purchaser correspondence i.e. Mailchimp.
• Deploy customer satisfaction survey and track analytics.
• Assists in coordinating homeowner events as an initiative to enhance customer experience.
• Review any emergency calls or emails from the previous night or weekend and follow up with homeowner and/or trades
• Full oversight and ownership of the project email account, as assigned, with detailed responses to emails.
• Other duties within the scope, spirit and purpose of the job, as requested by management.

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