Homeowner Care & Service Coordinator

Brookfield Residential (Alberta) LP; Edmonton; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Extended medical benefits

Dental benefits

Vision benefits

RRSP program

Career development

Job summary

Brookfield Residential (Alberta) LP is seeking a Customer Care Coordinator in Edmonton to manage service-related duties and act as the primary contact for homeowner inquiries about closing and post-possession concerns.

Under the Customer Care Manager, you will administer day-to-day site activities, track service tickets, and coordinate with trades and suppliers to meet timelines. Experience in a service admin role is required.

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.

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

Administrative experience

Customer service

Communication skills

Proficient with computers

Job description

Brookfield Residential (Alberta) LP is seeking a Customer Care Coordinator in Edmonton to manage service-related duties and act as the primary contact for homeowner inquiries about closing and post-possession concerns.

Under the Customer Care Manager, you will administer day-to-day site activities, track service tickets, and coordinate with trades and suppliers to meet timelines. Experience in a service admin role is required.