Customer Care Coordinator

Customer Care Coordinator
Vaughan ON
$70K-$75K

Job Responsibilities

1. Full time position working in the Customer Care Department reporting to the Customer Care Manager
2. Interacting with purchaser/homeowners/customers from marketing pre launch, point of firm sale, through to the warranty period (7 years) responding to their questions, and providing them with an appropriate response/solution through phone or email
3. Send out touch points correspondence to customers/Meet at Decor
4. Generate PO and Back charges for trades as required
5. Manage outlook calendar for customer care Technicians for appointments
6. Identifying and assessing the customer’s needs to achieve satisfaction
7. Building sustainable relationships of trust through open and interactive communication
8. Handling complaints, providing appropriate solutions and alternatives within the time limits and following up to ensure resolution – by phone, email, and social media within 24 hours
9. Handling Tarion 30 day, 1 year, 2 year and MSD forms and related documentation re deficiencies and conciliations
10. Interacting with trade partners and scheduling deficiency repairs with the customers
11. Using the Pass and Newstar programs to enter deficiencies
12. Checking the Tarion portal daily upload Tarion forms to Pass or Newstar
13. Deal with customers from point of firm sale to 2-7 years
14. (Schedule and book PDI with the customer)
15. Review outstanding aging weekly and making sure deficiencies are not going over the Tarion 120 day limit
16. Work closely with sales, décor, service techs, site supervisors and other internal departments
17. Provide reports to manager weekly
18. Mandatory rotation to answer Emergency/After hours phone

Skills / Attributes Required

1. Proven customer support experience and Tarion knowledge
2. Going the extra mile to engage customers
3. Being open to broadening the scope of the above duties over time
4. Being able to multitask
5. Strong phone/email contact handling skills and active listening
6. Excellent communication and presentation skills
7. Ability to multi-task, prioritize and manage time effectively and work under pressure
8. Patience, positive attitude, attention to detail
9. People-oriented
10. Negotiating for a win-win solution
11. Be available for site visits, Tarion seminars, meet and greets, homeowner functions and overtime if required - this job position and responsibility can change over time.

Additional General Responsibilities

1. All employees will respect the privacy rights of customers and not disclose any personal information to third parties without appropriate approval.
2. All employees will respect the Employers dress code/uniforms and policies concerning conduct, as amended from time to time.
3. Each employee acknowledges that any information obtained concerning the Employer’s business operation may be confidential and they shall not disclose any such information without the Employer’s prior written consent.
4. Regardless of the title or description of duties set out above or explained in any job interview or communication, each Employee acknowledges and agrees that the Employer may change, modify, delete, expand or vary any or all components of the above description or the title thereof or may reassign them within the Employer organization or related entities provided that any job requirement is lawful and one for which the Employee is legally trained or entitled to undertake.
5. Work Hours are Monday to Friday 9:00am to 5:00pm (one hour for lunch- rotation)