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.