Customer Care Coordinator

Brookfield Residential; Edmonton; On-site; CAD 52,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

RRSP program

Career development

Volunteer hours

Parental leave

Family planning assistance

Wellness resources

Pet insurance

Company values

Job summary

Brookfield Residential, located in Edmonton, seeks a Customer Care Coordinator to oversee administrative coordination, follow up on service duties, and manage inquiries related to closing and post-possession concerns. Under the Customer Care Manager, you will handle day-to-day site activities and track service tickets and related administrative tasks.

You will serve as a central information point for the service teams, coordinate with trades and customers, and ensure timely responses to both

Qualifications

• 3+ years of experience in a service administrative role or equivalent.
• Proficient computer skills.
• Strong communication skills, both verbal and written.
• Customer service oriented.
• Prior construction knowledge would be an asset.

Responsibilities

• Serve as a central information point within the service teams.
• Create, monitor and report on Customer Service Work Orders for interior, exterior and seasonal deficiencies.
• Prioritize workload and coordinate with trades, suppliers, and customers to meet timelines.
• Recommend administrative actions to solve problems.
• Facilitate communications among customers, managers, technicians and coordinators.
• Ensure most calls are answered in person and document customer issue calls promptly.
• Prioritize electronic inquiries and follow up within 4 hours during the business day.
• Follow up with customers after trades appointments to confirm satisfaction.
• Liaise with condominium corporations and utility companies for new home hookups.
• Prepare customer service files and warranty packages and conduct contact calls.
• Assist with cataloguing closed service files in Records Management.
• Monitor emergency calls to on-call Customer Care Tech and support scheduling with Site Manager.
• Review AVID surveys and address issues related to the service department.

Skills

Service admin experience

Computer skills

Communication skills

Customer service

Construction knowledge

Job description

Location

Edmonton - 202, 5103 Windermere Blvd. SW

Business

At Brookfield Residential, a leading North American land developer and homebuilder for over 65 years, we have had one goal in mind – creating the best places to call home. From the development of award-winning, master-planned communities to the creation of well-designed homes, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community.

As part of Brookfield – one of the largest alternative asset managers in the world – we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound Sustainability practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures – we are reimagining real estate from the ground up.

Job Description

The Customer Care Coordinator is responsible for the administrative coordination, implementation and follow up of all service related duties. This position is the primary contact person for homeowner inquiries regarding closing and post-possession concerns with their homes. Under the direction of the Customer Care Manager, this position is responsible for the administration and management of day-to-day site activities, including processing, tracking, monitoring, and reporting on service tickets and site administration duties.

Key Responsibilities

• Serve as a central information point within the service teams.
• Create, monitor and report on Customer Service Work Orders, for interior, exterior and seasonal deficiencies.
• Prioritize Customer Care team work load volumes, providing daily follow-up with trades and suppliers, Customer Care Tech’s, and customers to ensure all interior service work required is completed within prescribed timelines, subject to availability.
• Recommend administrative actions to solve problems.
• Facilitate customer, manager, technician and coordinator communications to others.
• Ensure the majority of incoming customer service phone calls are received in person, with as few calls as possible answered by voicemail, returning calls in a timely manner and documenting customer issue calls.
• Prioritize electronic service inquiries whether via e-mail or web portal, ensuring follow up with the customer within 4 hours during the business day.
• Follow up with the customer the following day after trades appointments to ensure customers are satisfied with work completed.
• Liaise with condominium corporations, utility companies, as required, for new home hookups.
• Prepare all customer service files, Service Warranty packages and conduct contact calls.
• Assist with ensuring all closed service files are properly catalogued with the Records Management.
• Monitor the emergency calls to the pre-assigned Customer Care Tech on-call for that week.
• In collaboration with the Customer Care Tech’s Site Manager ensure their schedules are filled appropriately, allowing for sufficient time during and between appointments and are recorded.
• Review customer AVID surveys received and comment on or resolve any issues related to the service department.

What You'll Bring

• 3 Years prior experience in a service administrative role or equivalent combination of education and experience
• Proficient computer skills..
• Strong communication skills, both verbal and written.
• Customer service oriented.
• Prior construction knowledge would be considered an asset.

What We Offer

• Competitive compensation and total rewards package.
• Excellent extended medical, dental, and vision benefits beginning day 1.
• RRSP program, contributions begin on day 1.
• Career development programs.
• Paid Volunteer Hours.
• Paid parental leave.
• Family planning assistance, including IVF, surrogacy and adoption options.
• Wellness and mental health resources.
• Pet insurance offering.
• A culture based on our values of Passion, Integrity, Community!.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an extensive list of all responsibilities, duties, and skills required.

#BRP

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.