Customer Care Coordinator (12 months)

Who We Are

RioCan is one of Canada's largest Real Estate Investment Trusts (REIT). We own, manage and develop retail-focused, increasingly mixed-use properties in Canada's major markets. We pioneered the REIT concept over 30 years ago and have transformed Canadian real estate.

We are proud to be recognized as one of Canada's Greenest Employers and a Greater Toronto's Top Employer. At RioCan, you can build a career with real impact and longevity. You get the stability and resources of an established company and the entrepreneurial and collaborative spirit of a start-up. Life at RioCan is dynamic and fast-paced. We know that great ideas can come from anywhere, and we empower our people to suggest and implement them. We value different voices and perspectives and appreciate that the unique backgrounds and identities we each bring to our jobs make the whole business stronger. 

POSITION OVERVIEW:

The Customer Care Coordinator is the on-going point of contact for our condominium homeowners, focusing on delivering outstanding customer service and fostering a positive purchaser experience. Key responsibilities include coordinating pre-launch activities, conducting Pre-Delivery Inspections (PDIs), addressing homeowner inquiries and concerns, managing the Tarion warranty process, coordinating trades for in-suite deficiency repairs, resolving homeowner differences, and ensuring clear & ongoing communication.

This role requires a solution-oriented mindset, strong multitasking abilities, and excellent written and verbal communication skills to provide clear guidance on warranty, maintenance procedures, and the legal aspects of homeownership; keeping homeowners informed and supported, and ensuring they feel confident and cared for throughout their purchasing journey.

RESPONSIBILITIES:

• Collaborates with and supports the Customer Care Manager in all aspects of warranty administration;
• Organizes and manages the customer experience, including scheduling service appointments;
• Responds promptly to calls and emails during business hours, ensuring timely follow-up and resolution for customers, trade associates, and the warranty team;
• Coordinates and schedules appointments with homeowners, Tarion inspectors, service technicians, and trades as required;
• Maintains strong relationships and effective communication between all stakeholders;
• Conducts Pre-Delivery Inspections (PDI) and Quality Assurance (QA) checks;
• Ensures timely submission of Tarion warranty documentation (30-Day, Mid-Year, Year-End, and Second Year) and handles individual homeowner requests within deadlines;
• Monitors warranty forms daily through the Tarion Builder Link portal;
• Prepares necessary service documents for departmental and service use;
• Clearly explains warranty policies and procedures to homeowners;
• Develops and maintains tracking lists to monitor warranty staff, trade performance, and overall warranty effectiveness;
• Prepares required forms for PDIs, including the Certificate of Completion and Possession;
• Identifies potential issues, escalating them to the Customer Care Manager along with proposed resolutions;
• Open to ongoing training, eager to expand skills and knowledge while also sharing expertise with others;
• Corresponds with homeowners, Property Management, Condominium Boards, and trades within established timelines;
• Communicates with lawyers regarding closing details as necessary.

QUALIFICATIONS:

• Post-Secondary degree Education and experience in the construction or real estate industry is an asset;
• Minimum 3-years’ experience in a similar role;
• Customer service focused with the ability to resolve problems effectively;
• Strong knowledge of Tarion, Ontario New Home Warranties Plan Act, and the Construction Performance Guidelines;
• Ability to set priorities, meet deadlines and manage variable workloads;
• Excellent written and verbal communication skills;
• Proficient working knowledge of Microsoft Office (Excel, Outlook, Word);
• Ability to work under pressure and coordinate numerous activities and groups of people to achieve maximum efficiency;
• Other duties as required. 

Why join RioCan?

We believe in rewarding you for what you do and investing in your career and long-term success. Our total rewards and perquisites program is designed to fit and enrich your life physically, emotionally, financially, and socially. We offer eligible employees:

Work / Life Balance that prioritizes YOU. Enjoy a hybrid work model with flexible work hours, an extra-long weekend with our RioCan Cares Day, and half days before every long weekend in the summer.

Professional Growth and Development that includes a continuing education reimbursement, a mentorship and leadership development program, on-demand online learning, and cross-training opportunities.

An Extensive Health and Benefits Program that includes health and dental benefits for you and your family starting on day one, a healthcare spending account, an employee family and assistance program, virtual healthcare, and other resources.

A Comprehensive Retirement Program to help prepare our employees for the future. This includes matching employee contributions in a retirement savings plan, pension plan, and an employee unit purchase plan.

Additional Perks and Benefits that include paid time off, parental leave top-up, various employee discounts, employee referral and recognition programs, and opportunities to participate in community initiatives, committees, and social events throughout the year.

We are committed to creating a diverse and inclusive work environment where all employees are valued, included, and empowered to do their best work and bring great ideas. People are at the core of who we are, and we respect that they have taken all paths to get here. RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process, please let us know, and we will be happy to work with you to meet your needs.

You can visit us at and follow us on  to learn more about who we are and what a career at RioCan can look like for you.