Customer Care Representative I (C3) (12 Month Contract)

Tridel Builders Inc.; Ontario; On-site; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company that values innovation and teamwork as a Customer Care Representative I. In this role, you will be the voice of the customer, ensuring their concerns are addressed promptly and effectively. Your responsibilities will include managing customer inquiries through the CRM system, conducting quality assurance inspections, and coordinating warranty services. This position offers a unique opportunity to develop your communication and problem-solving skills while contributing to a team dedicated to building sustainable communities. If you are passionate about customer service and want to make a positive impact, this role is perfect for you.

Benefits

Diverse benefits and perks

Employee experience programs

Community involvement opportunities

Qualifications

• Strong verbal and written communication skills are essential.
• Experience in customer service and problem-solving is required.

Responsibilities

• Respond to customer inquiries via CRM and manage warranty services.
• Conduct quality assurance inspections and advocate for customer concerns.

Skills

Verbal Communication

Written Communication

Problem-Solving

Customer Service

Collaboration

Tools

Customer Relationship Management (CRM) System

Job description

Customer Care Representative I (C3) (12 Month Contract)

Job Description

Posted Monday, January 13, 2025 at 5:00 AM

Join Tridel: Building Communities, Growing Careers

Build Your Future with Us

Our strength, innovation and growth are the result of talented individuals who come together as a team to build sustainable and award-winning homes and communities. We recognize our employees are the key to our success, and we invest in creating a meaningful employee experience and culture that promotes:

• A diverse and robust suite of benefits and perks
• Social and sustainable impact within our company and the communities we build.

A Glimpse into Your Daily Activities

Primary Responsibilities

• Verbal and written responses to all incoming contacts through the C3 Customer Relationship Management (CRM) System and other related tools.
• Conduct construction and quality assurance inspections.
• Advocate for customer concerns, tracking, and escalating issues as required.
• Screen and route calls and customer issues based on the scope of each concern.
• Monitor emails during evenings and weekends to ensure compliance with our 24-hour response commitment to customers.
• Manage and coordinate warranty services for homeowners, collaborating with trades and other stakeholders.
• Maintain an accurate directory of personnel and Tridel Communities.
• Track and participate in responses to all legal correspondence sent to the Customer Care department.
• Process acceleration and extension requests.
• Liaise with the after-hours call center to coordinate service coverage.
• Handle purchase order and invoice processing.
• Meet or exceed individual key performance indicators (e.g., Net Promoter Score, Customer).

Secondary Responsibilities

• Coordinate the issuing of formal purchaser notifications and customer communications as needed.
• Assist with departmental meetings, Customer Workshops, Education Seminars, and other special projects as required.
• Contribute to and participate in the social media/web promotion of the company.
• Assist and support other job functions as required.

The Architect of Your Success

• Consistently meet or exceed key performance indicators (KPIs) relevant to the role.
• Gain a solid understanding of the primary responsibilities associated with the Customer Care Representative I role.
• Showcase problem-solving skills by effectively addressing customer concerns and inquiries.
• Develop strong communication skills, both verbal and written, particularly when responding to customer emails and handling complex issues.
• Exhibit effective collaboration with team members, trades, and other stakeholders.
• Participate in relevant training programs to enhance skills related to the role.
• Show willingness to mentor and support newer team members.
• Demonstrate initiative by taking on additional responsibilities.
• Foster positive customer interactions, focusing on resolving issues to enhance customer satisfaction.

As you move forward with your application for a position at Deltera, we kindly request that applicants set aside 5-10 uninterrupted minutes to complete the Predictive Index Behavioural Assessment. This assessment focuses on understanding your unique work and communication needs.

Who We Are

Founded in 1934, Tridel is responsible for delivering over 90,000 homes to date. As a purpose-driven company guided by our ‘Built for Life’ commitment, we create socially and environmentally responsible communities and invest in innovations that promote quality, sustainability, and community economic development.

Supporting Inclusion and Belonging

Tridel is committed to having a workforce that reflects the communities where we build. We embrace diversity while reinforcing equity and inclusion and are committed to building a team with a range of experiences and skills. As an equal opportunity employer, we encourage all qualified individuals to apply, including those who self-identify as Indigenous in Canada, are from racialized communities, and persons with disabilities. We remain committed to a barrier-free recruitment and selection process and will provide accommodation upon request.