Company Name: Tridel

Position: Customer Care Administrator

Job Type: Full-time


About Tridel

Over eight decades of construction and the creation of 87,000 homes has taught us a thing or two about building communities and creating consumer relationships. We like to think of ourselves as 85 years young because, despite our long and proud history, we are always looking to improve, grow, and innovate. At Tridel, to be and remain the market leader, it takes teammates that view their work as more than just a career. We build homes and beautiful, safe, healthy sustaining communities where the genuine care and outstanding experience of our customers is our greatest mission.

About the Role

The Customer Care Administrator is responsible for caring for the needs of the Homeowners through the phase of Occupancy and Post Occupancy warranty needs.  The Customer Care Administrator is responsible for on-site office set up and closing, managing customer communications, Home Orientation preparation, Suite Closing management, and post-occupancy care. The Administrator’s successful performance will tie directly to their ability to support their Customer Care Site Office Team through office management skills, coordination of site activities and appointments and by managing their position in a manner that contributes to the efficient and effective organization of the Customer Care Office.

This role reports directly to the Assistant Manager, Customer Care Administration.

The main responsibilities of the Customer Care Administrator will be to:

·  Working to equip the Customer Care office with office requirements and all that is required to conduct Pre-Delivery Inspections, suite closings and warranty process

·       Responsible for entering, tracking, and booking Home Orientation appointments with Homeowners

·       Responsible for preparing the Homeowner files and ensuring that they are organized

·     Managing all incoming customer communication, including in person visits, phone calls and case management to screen and filter appropriately to team

·       Assembling and preparing Homeowner Orientation packages for appointments

·      Organizing the Suite Closing process, from closing package creation, confirmation of suite readiness, and all suite closing communications between required stakeholders

·       Processing and scheduling Maintenance and Warranty review follow up appointments

·    Managing vendors and contractors providing products and services to site Customer Care office (ie. Cleaners, photocopier contracts, etc.)

·       Issuing weekly reports, and administration of team and site meetings (incl. preparing agendas and taking minutes)

 

Secondary Responsibilities

 

·       Assist with special projects such as Customer Workshops and Homeowner Education Seminars

·       Assist in departmental meetings and presentations

·       Preparing the office for closing with all inventory files properly set up and updated

·       Contribute to and participate in social media/web promotion of the company

·       Assist and support other department roles as required, including customer-facing appointments

 

About Our Customer Care Administrator  

Our Customer Care Administrator is someone that has a positive, professional, and upbeat attitude with a passion for administration. They have outstanding customer service skills, focusing on anticipating the needs of customers and proactively addressing issues before they become concerns. They are able to self-organize, problem solve, and manage multiple activities with a high level of detail orientation. The Customer Care Administrator must have exceptional interpersonal skills and strives towards quality and continuous improvement.

·  Education/Experience: Relevant post-secondary education and/or previous Customer Service and Office Administration experience preferred

·    Customer Focus: You understand that providing an exceptional customer experience is what guides you in all that you do

·   Integrity: You continuously demonstrate personal integrity throughout all daily activities and demonstrate ownership and accountability in your actions

·   Decision Making: You have proven analytical and critical thinking skills and experience in making smart decisions to benefit your customers, your team, and your company

·  Problem Solving: You have demonstrated success in resolving complex escalations and issues in a fast-paced environment

·   Organization: You have strong organizational skills and can stay focused on multiple ongoing tasks while using your available resources efficiently and effectively

·   Communication: You have strong customer-focused oral and written communication skills and experience with cross-departmental communication, proficiency in multiple languages an asset

·       Quality Minded: You strive for quality with a strong drive towards continual improvement & risk mitigation

·       Teamwork: You are a strong team player who is open minded, resourceful, flexible, and adaptable to change

 

Additional Information

This is a permanent, full-time position. Typical working hours are Monday-Friday from 9AM to 5 PM, with additional coverage for after-hours and weekends based on customer need required on a rotating basis.

Your work location will be a Tridel community within the GTA and neighbouring regions. Flexibility may be required to work at multiple Tridel communities based on team need.

COVID-19: Changes we’ve made to ensure our employees are safe:

We are doing our part to ensure that our employees (and future employees) remain healthy, safe, and at home to reduce the spread of Covid-19. During this time, most employees are working from home or doing a blended model of at home and in-office work in accordance with government and Public Health guidelines. Until further notice, this role will continue to operate under this model however, our intention is to resume regular business practices post COVID-19 when it is safe to do so.

How does this effect hiring and onboarding? 

Our interview and onboarding processes have remained relatively the same, except that interviews and onboarding sessions are conducted through video platforms.

Our Inclusive Workplace


We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply.

Tridel is committed to providing accommodation for disabilities during the recruitment and selection process upon request. If an applicant requests accommodation, Talent Development will consult with them to make arrangements to accommodate their needs.


Interested in the position? Please send your resume to csr@tridel.com with the subject: Customer Care Administrator.