Share Customer Relations, Purchaser Experience Coordinator

SCOPE

The Customer Relations department acts as the “company ambassador” for Edenshaw. The Customer Relations, Purchaser Experience Coordinator will be our purchasers on-going point of contact. The Customer Relations & Warranty Coordinator duties will include but not limited to:

RESPONSIBILITIES

1. Provide exceptional service to our purchasers
2. Liaison between purchasers, and all departments; provide follow-ups and outcomes
3. Perform administrative duties
4. Manage the customer care and décor studio email inbox, respond to all purchaser inquiries, and reach out to the necessary departments to accurate information is communicated
5. Attend all company facilitated homeowner gatherings, may require working afterhours and weekends.
6. Keep our purchasers informed on the status of home
7. Schedule Décor, PDI and warranty appointments, follow up to inquire about the experience.
8. Prepare and distribute Tarion notices to purchasers (mail and email)
9. Prepare and distribute educational materials to purchasers
10. Prepare and print PDI packages
11. Work closely with Marketing to prepare quarterly newsletters
12. Maintain the customer relations management program and purchaser portal
13. Keep meeting mins of all team discussions
14. Assist Team Lead with successful coordination of the Project’s information session, key-release procedure implementation, and colour selection/upgrade procedures.
15. To assist the Customer Relations Team Lead and Sr. Director with all stages of the pre-construction home owning process.
16. Maintain office supplies and keep files organized and updated

New Purchaser (after 10-day cooling period)

1. Send out welcome letter via postal mail and email
2. Update purchaser contact information in the Purchaser Portal, as needed (add purchaser, remove purchasers, etc.)
3. Provide instructions on how to access the purchaser portal

Colour and Suite Personalization & Preferred Parking Program (PPP)

1. Set up and run the décor program and PPP.
2. Assist sr. director with each project programs providing insights from previous projects.
3. Develop creatives for notices and announcements
4. Book appointments and discuss colour and upgrade options with purchaser
5. Track all activity and ensure no suite was missed and deadlines are achieved.
6. Work with Finance department and Sales Admin department to ensure all orders are properly recorded, paid for and all legal documents signed.
7. Work with construction department to ensure all choices are recorded and communicated.
8. Sort and file all relevant backup documents to both virtual and physical suite files

Warranty (working at site)

1. Support the Customer Relations Warranty Team Lead with scheduling, notices and coordinating with trades
2. Sort and file all relevant documents to both virtual and physical suite files
3. Create and oversee the distribution of educational warranty materials to purchasers
4. Keep purchasers updated on the progress of their suite.
5. Ensure warranty schedule is followed and red flag any outstanding suites to construction and management team.
6. Respond to purchasers in a timely manner, assist with emergencies
7. Prepare and monitor weekly warranty reports for management to review
8. Maintain all warranty service requests and ensure compliance with building code and Tarion
9. Be the liaise between Tarion, construction, trades and the purchaser

SKILLS

1. Communication–Strong interpersonal skills and ability to communicate information both written and verbally
2. Self-motivated and ability to work under pressure and meet deadlines
3. Strong organizational skills with an ability to prioritize tasks
4. Familiarity with: Microsoft Office, Tarion and Building Codes and Procore

QUALIFICATIONS

1. Previous work experience as aCustomer Relations & Warranty Coordinator,purchaser experience coordinator, or Real estate administrator
2. Experience in similar roles, related to supporting customers & a customer relations team.