Customer Care Administrator

What You'll Be Doing

• Manage homeowner Masterfile and Customer Care homeowner data base.
• Coordinate and is responsible for follow up activities with purchaser i.e. notifications, appt scheduling, key pickup, tracking, reports…
• Receives, documents and communicates new home purchasers’ inquiries to appropriate trades and departmental associates and provides timely responses to the new home customer
• Liaise with customers and residents and provide immediate response to concerns and questions, with the help of a knowledgeable team to back you up
• Occasionally assist in scheduling and coordinating the Quality Control Inspection (QCI) and Pre-Delivery Inspection (PDI) processes
• Continuously improve the customer service experience to retain and maintain customer loyalty and exceed expectations at every turn, share ideas
• Assist in the preparation of daily, weekly and monthly reporting on customer care OKR’s and metrics and deficiency tracking
• Assist in the collection, review, and scheduling of 30-day and Year-End Warranty Service requests
• Assist the Customer Care Representatives as they manage both pre-tech audits and technical audit inquiries and deficiency repairs from an admin perspective
• Updates Tarion portals for CCP data management and changes
• Assist with compiling new home packages, key packages
• Attend Customer Care or Tarion seminars and attends home purchaser functions as required
• Access punch list software to respond to inquiries and pull reports
• Maintain and track customer communication through CRM and assist in monitoring the completion of all required service administration records, and managing all Tarion Warranty enrolment documentation
• On-site front desk reception as required
• Customer care office setup and supplies coordination, and;
• Other duties as assigned.

What You Bring

• 1+ years of experience working in a customer facing administration role
• Have strong administrative and inter/intrapersonal skills
• Must be respectful, empathetic, service oriented, with genuine desire to go above and beyond for our customers
• Have an ability to update and track reports and schedules on daily/weekly/monthly basis
• Possess excellent and polite verbal and written communication skills, superior telephone manner and exceptional listening skills
• Have superior problem-solving skills and the ability to assess situations and make the right decisions
• Self-motivated team player with ability to work well in a team and independently in a fast-paced work environment.
• Possess the ability to work well under stressful situations and pressure and diffuse difficult situations in a calm and professional manner
• Demonstrate proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other software technology as needed
• Knowledge of Tarion Warranty Corporation procedures and process and previous construction industry work would be an asset

Why You'll Love Working Here

• Learning & Development Reimbursement: Adi encourages team members to never stop learning and continuously improve. We provide Adians with tuition and education reimbursements to support team members in their development.
  

• Competitive Paid Time Off: Team members are provided with 15 days of Vacation, 5 paid Wellness Days and 3 paid Sick Days annually.

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  Competitive Salaries: Adi regularly conducts compensation market reviews to ensure our total compensation package remains competitive.

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  Employee Home Ownership Program: Adians have the opportunity to live in the beautiful communities we create through our Employee Home Ownership Program. Eligible team members will receive a % discount off the total purchase price.
  

• Comprehensive Benefits Plan: Adi provides all full-time team members and dependents with employer-paid benefits coverage for dental, prescriptions, vision care, paramedical practitioners, life insurance and more.

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  Flexible Health, Lifestyle & Wellness Personal Spending Account: Annual health, lifestyle & wellness spending accounts that can be used for fitness classes, gym memberships, family & pet needs, additional health benefits and more!

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  Dedicated Online Mental Health Partner: We understand how important mental wellbeing is for our employees, which is why we have partnered with an online therapy provider that employees can access 24/7.