Position: Customer Care HOO Representative
Department: Customer
Care
Job
Classification:
Full-Time
Regular
Hours/Workdays:
9 a.m. – 5 p.m. or 11a.m. – 7 p.m. Weekdays
Irregular
Hours/Workdays: Evenings
and Weekends as required
General Description
Working closely with Project Management, Construction,
Sales and Property Management in fulfilling the common goal of creating
customers for life, the Customer Care Representative is responsible for caring
for the needs of the Purchasers throughout the different phases of their new
home buying experience.
Primary Responsibilities
·
Home Orientation
Preparation
Working with Project Team Members in preparing and
assembling the Home Care Handbook, Assist the Administrator with office set up
and entering, tracking & booking appointments with Purchasers for Home
Orientations according to departmental policy.
Prepare required documentation to be provided to purchasers during the
Orientation, including TARION forms and utilities information. Conduct Quality
Control inspection at 48 – 72 hours prior to HOO appointment. Prepare the suite
for HOO with required labels; paint kit and Rogers package. Assist PDI
Specialists in reviewing parking and lockers for any obstructions and update
management team. Confirm the suite readiness prior to HOO.
·
Home
Orientations
Conduct Home Orientation with Purchaser in accordance with
departmental policy. Providing a
complete and comprehensive orientation of the suites mechanical functions,
explaining operations, and warranty periods and care requirements. Record any request Purchasers may have in
regards to the finishing of their suite.
Enter the requested items into the Deficiency System, assign trades
accordingly and notify construction. Provide weekly report to team members on
progress or issues that arise. Review the completion of items reported at the
time of HOO to Tridel standards. Conduct suite closing check prior to the
interim closing and file the report. Discuss site issues; achievements and
milestones at bi-weekly meetings with Construction; Project Management and
Property Management.
·
Post
Occupancy Care
Asses Post Occupancy Requests made by Purchasers. Enter requests into the Deficiency System and
report to Construction. Coordinate 24
hours POST items with Construction and handyman. Conduct Post occupancy calls
and keep the purchasers updated with the progress of any outstanding and/or hot
items. Conduct inventory suite inspection and follow up with Construction
regarding their completion. Follow up with TARION suite completion on time.
Conduct maintenance and warranty reviews.
Minimum Requirements
·
Outstanding
customer service skills, focusing on anticipating the needs of customers and
proactivity addressing issues, before they become concerns.
·
Outgoing
personality, with strong oral and written communication abilities
·
Strong
knowledge of the construction process (high-rise experience preferred)
·
High
level of detail orientation required
·
Able
to exercises initiative and function reliability
·
Continuously
demonstrates personal integrity though out all daily activities
·
Intelligent
and able to learn, with the ability to exercise common sense and good judgment
·
Open
minded, resourceful, flexible and adaptable to change
·
Ability
to work in a team environment or individually
·
Strives
for quality and continuous improvement
·
Comfort
with adapting to a wide range of computer / mobile technologies, and
demonstrated proficiency with current windows based computers and the Microsoft
Office suite of programs.
·
Post-secondary
education specific to the role is preferred, but not mandatory; we recognize
experience in lieu of education.
· A
willingness to participate and be included in social media / web promotion of
the organization; this will include voice, digital, photographic, video and
other representations of the teammate at any and all workplace events and
activities. Where an avatar is required, teammates must use a professional
photographic image of themselves.
Additional Information
In order to respond to Customer demands and preferences,
the Customer Care Representative will have to be flexible with hours of
operation in accommodating the needs of the customers which may require working
centrally and/or on-site at any community where our Company has an interest
(with the expectation of moving from site to site with minimal notice). This flexibility would extend to irregular
workdays and irregular or extended hours as outlined, but not limited to, the
most common schedules per above.
About
Tridel
Tridel® is Canada’s leading developer
and builder of condominium residences with more than 85 years of homebuilding
experience. To date, the Tridel Group of Companies is responsible for producing
over 87,000 homes. Tridel is determined to develop condominium communities that
meet the needs of today’s homeowners while safeguarding the well-being of
future generations. The company is working to meet this goal by focusing on
innovation including environmentally sustainable design, performance in
construction and corporate stewardship.
Tridel is committed to building the
highest quality condominiums possible and has won virtually every award in the
industry for design, customer service, sales, marketing, and construction
excellence. Tridel looks forward to continuing the long, proud history of
award-winning excellence with over 20 new condominium communities currently
under development in the Greater Toronto Area.
Our
Inclusive Workplace
Tridel is committed to
employment equity. We encourage all people, including women, visible
minorities, persons with disabilities and persons who self identify as
Indigenous (First Nations, Métis or Inuit) 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. We advise new hires of our policies for accommodations.
Interested in the position? Please send your resume to csr@tridel.com with the subject: HOO Representative.