Customer Experience Coordinator

Role Summary

Company: Activa

Job Title: Customer Experience Coordinator

Job Type: Full-Time, Permanent

Reports To: Lead Customer Experience Coordinator

Location: Waterloo, Ontario

Under the supervision of the Lead Customer Experience Coordinator, the Customer Experience Coordinator will be responsible for receiving, researching, resolving, documenting, and communicating requests from homeowners from firm sale through to the end of their after-closing warranty period. The Customer Experience Coordinator will also embrace their role of providing positive service experiences to all customers and achieving exceptional customer satisfaction by providing education and step by step walk-throughs with the home owners.

Key Responsibilities

  • Represent Activa’s goals, values and Operational Model
  • Adhere to company Customer Experience standards of work
  • Provide exceptional support to all customers, through a single point of contact
  • Manage Customer’s expectations and requirements
  • Provide timely education and guidance through the construction build and into warranty
  • Coordinate and attend all Pre-Drywall Inspections and Pre-Delivery Inspections while providing education and guidance
  • Documenting all issues, concerns and deficiencies through said appointments
  • Monitor and follow-up on status of key items identified during inspections
  • Research and resolve customer issues, acting as the primary liaison between other departments and escalating concerns to the next level when appropriate
  • Deliver an exceptional customer experience by building relationships and trust with our homeowners
  • Other responsibilities as required

Requirements

  • 3-5 years of experience in Customer Service; within the residential building industry an asset
  • Minimum one year of hands-on work experience conducting warranty inspections an asset
  • Construction knowledge
  • Working knowledge of Tarion policies, regulations and customer service standards
  • Post-secondary degree or diploma
  • Strong planning, coordination, and prioritization skills
  • Strong customer service and troubleshooting skills
  • Working knowledge of a construction ERP or similar operating system or similar operating system
  • Proficiency with MS Office

Personal Attributes

  • Positively customer focused
  • Possesses a positive attitude with a strong focus on supporting team members
  • Extremely detail-oriented with the highest standards for quality and execution
  • Professional with very strong interpersonal and communication skills
  • Hard-working and self-motivated
  • Ability to work diligently and calmly through high volume periods
  • Ability to manage stressful situations
  • Must possess a valid driver’s license
  • Able to communicate competently and effectively in the English language

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    Activa is committed to creating an inclusive environment for all individuals. We support the goals of the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation throughout the recruitment process please contact our Human Resources department.

    If you are self-motivated and are looking for an opportunity to expand your career in a dynamic and enthusiastic environment, you are invited to submit your resume to careers@activa.ca. We appreciate your interest, however only qualified candidates will be contacted. For more information on our company visit www.activa.ca/our-story.