Homeowner Care & Service Coordinator

Brookfield Properties; Calgary; Hybrid; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation

Extended medical, dental, and vision

RRSP program

Career development programs

Volunteer hours

Parental leave

Wellness resources

Pet insurance

Job summary

Brookfield Residential in Calgary is seeking a Customer Care Coordinator to handle administrative coordination for service duties, acting as the main contact for homeowner inquiries about closings and post-possession matters.

You will manage service tickets, prioritize workloads with trades and suppliers, monitor calls and emails, document issues, and ensure timely follow-up to maintain customer satisfaction and project quality.

Qualifications

• 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.

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.

Skills

3 Years Experience in service admin

Strong verbal & written communication

Customer service oriented

Tools

General computer skills

Job description

Brookfield Residential in Calgary is seeking a Customer Care Coordinator to handle administrative coordination for service duties, acting as the main contact for homeowner inquiries about closings and post-possession matters.

You will manage service tickets, prioritize workloads with trades and suppliers, monitor calls and emails, document issues, and ensure timely follow-up to maintain customer satisfaction and project quality.