Customer Care Coordinator

Job title: Customer Care Coordinator

Company: Mattamy Homes

Job description: Location:Calgary, Alberta – Hybrid (3 days/week in office)Company:Mattamy Homes CanadaDepartment:Customer CareEmployment Type:Full-TimeReports to:Sr. Manager, Customer CareWhen it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of Mattamy Homes. And that success is centred on a foundation of great people, because our team is as solid as they come. At Mattamy, we are optimistic, hardworking and supportive. Together we learn and grow as we strive to create a positive impact in the homebuilding industry. Contributing to the Mattamy Way means being surrounded by caring people who encourage you to be exactly who you are. It means your opinion is invited and your contributions count. And it means a career filled with pride, knowing you’re part of an environmentally-conscious, action-oriented organization with big plans for the future. The opportunity to bring the future of living to homeowners based on what Canadians value is exciting – and we’re making it happen.about what makes working at Mattamy special and our award-winning culture.What we offerAs the Customer Care Coordinator, you provide an on-going point of contact at Mattamy Homes for homeowners, from post purchase through to post warranty periods. You act as a liaison to direct homeowner inquiries and concerns to the appropriate internal individuals/departments or outside agencies. You will follow-up on homeowner inquiries by providing a prompt, complete, and accurate response. You are an advocate for the homeowner in coordinating customer care activities together with the construction and warranty teams to ensure The Best Homeowner Experience is delivered at each opportunity.What you’ll do

• Field and research all Homeowner telephone calls/e-mails and respond to concerns and inquiries within our service standards (response within 4 business hours).
• Document all e-mails, phone conversations, and correspondence in DynaMX.
• Liaise between Homeowner and Warranty, Construction, Architecture, Land, Accounting and Sales and Marketing. Provide follow-up and advise of outcome.
• Set homeowner expectations by creating and distributing educational material (Eg. Seasonal Notifications, Preparing for Possession, etc.).
• Photograph construction progress and send out Milestone e-mails weekly to all qualifying homeowners. Homeowners receive 3 Photo Milestones of the home throughout their build: Excavation, Framing Completion & Cabinet Install
• Schedule and plan designated Mattamy University community sessions. Mattamy U is an in-person homeowner event intended to educate homeowners about the building process. Participate in three-four sessions every year (public speaking required).
• Assist in scheduling homeowner visits with construction or yourself (Eg, Blind Measurements, Prayer Ceremonies, Security Systems, etc.)
• Manage regularly occurring Possessions/Key Pick Up Appointments and assist homeowners with closing issues that may come up
• Evaluate overall homeowner experience.
• Participate in site walks with the build team.
• Attend bi-weekly community team meetings on site with Construction/Warranty/Sales/Design to discuss current issues and keep your finger on the “pulse”.

What you bring

• Professional, mature individual with minimum two years progressive customer service experience
• Ability to multi-task in an extremely fast pace working office environment
• Well-organized, confident individual with the ability to prioritize work and meet deadlines
• Self-starter, ability to obtain complete and accurate resolutions from company or industry resources
• Demonstrated interpersonal/customer service skills in dealing effectively with the public/homeowners.
• Ability to deal professionally and effectively with homeowners
• Excellent written, oral and listening skills
• Strong computer skills in Microsoft Office products

We encourage applicants who meet most of the role requirements to hit that submit button and apply! It’s okay if you don’t have 100% of the requirements. If you’re the right candidate, we’ll help you learn and grow.Who we areis the largest privately owned homebuilder in North America, with 40-plus years of history across Canada and the United States. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area as well as in Ottawa, Calgary and Edmonton.Be yourself. We want it that way.At Mattamy, we’re passionate a​b​​out creating and promoting a diverse and inclusive environment where everyone ​can do their best work. Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. From how we build our teams to cultivating our leaders, we’re on a journey toward a welcoming, barrier-free culture for everyone. ​​​​Mattamy Homes Canada is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs.Qualified applicants will be contacted directly by the Talent Acquisition team.

Expected salary:

Location: Calgary, AB

Job date: Fri, 10 Jan 2025 03:56:25 GMT

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