Customer Care Coordinator - Construction

Client Care Coordinator

Our client, a leader in Mixed-use Highrise construction is looking to add to their team. Reporting to the Client Care Manager; the Client Care Coordinator will be working with the Client Care team to achieve the company’s goal of ensuring the highest level of Customer Satisfaction.

PRIMARY RESPONSIBILITIES

Assist the Client Care Manager in the preparation of Homeowner manuals, information sessions & materials. Establish on-site rapport between Construction, Client Care, Property Management and Trades Review décor installations (Colors and upgrades)

• Ensure correct installation of décor selection at the time of or prior to Pre-PDI
• Pre-PDI (Quality Assurance) Inspections
• Check Color Chart & Upgrades for accuracy and issue trade work orders

Coordinate with Service Technician to schedule and conduct Pre-PDI inspections according to the Occupancy Schedule

• Record deficiencies and issue work order to trades if required
• Follow up with Construction for Major deficiencies correction
• Ensure suite is in “move-in ready” condition prior to PDI

Trade Coordination

• Follow up on trade work orders, schedule and organize trade work until satisfactory completion (Pre-PDI, PDI, Post-Occupancy and Tarion Statutory Warranty forms)
• Issue trade work orders for pre-PDI, PDI, Post-occupancy & Tarion warranty items
• Schedule cleaners for PDI and Move-in cleaning

Handymen Coordination

• Coordinate with Service Technician to organize handymen for Pre-PDI, PDI, Post Occupancy and Tarion deficiency completion

Pre-Delivery Inspection

• Coordinate with PDI inspectors, Administrator, and cleaners to ensure that the suite is PDI ready
• Coordinate trades to ensure PDI items are complete and suites are Move-in ready
• Conduct PDI if required
• Schedule and track PDI appointments with the Purchasers or Designates according to the Occupancy Schedule

Handover

• Release keys to Homeowner and explaining contents of packages
• Explain Tarion Warranty to Homeowner
• Liaison with Solicitor office for Closing notifications
• Conduct key release in coordination with Client Care & Solicitor office

Post Occupancy and Tarion Statutory Warranty forms

• Weekly reporting to Client Care Manager with site status updates
• Liaise with Construction, Construction Trades and Property Management
• Follow up with homeowners; schedule post-occupancy deficiency review
• Track post-occupancy deficiencies and on-time completion
• Respond to residents’ general and emergency concerns in a timely manner and ensuring these concerns are promptly addressed
• Manage Tarion 30-Day, Year-End, Second-Year forms and track status updates

SECONDARY RESPONSIBILITIES

• Assist with Client Care events preparation and coordination
• Technical Audit coordination with Trades and Handymen
• Provide back up for emergency On-call rotation
• Provide back-up for Client Care team as and when required

REQUIRED SKILLS AND QUALIFICATIONS

• Proficiency in MS Office, Adobe Acrobat, previous Newstar experience preferred
• Strong communication skills with an ability to present information in a clear manner
• Minimum 2 years experience in a similar role
• Able to handle problems in a prompt and professional manner
• Self-starter attitude with an ability to work in a fast-paced environment, including being on site as well as in an office
• Knowledge of Tarion New Home Warranty

REQUIREMENTS OF THE ROLE (TRAVEL, DRIVING LICENCE, ETC)

A valid driver's license and ownership of a vehicle is required.

TIME

Weekdays: 9:00am to 5:00pm (subject to change). Flexible hours including evenings and weekends as necessary. Lieu time to be provided for any additional hours worked with prior approval.