Job Title

Customer Care Representative (High Rise) Reports To: High-Rise Customer Care Manager We are looking for an experienced, personable, and organized Customer Care Representative to work directly with the highrise Customer Care team. In this new role the successful individual will provide administrative support and respond to calls and emails. Primary Responsibilities Serve as the primary point of contact for homeowners regarding service requests, warranty concerns, and deficiency items. Responsible for creating Certificate of Completion and Possession for new purchasers. Scheduling and conducting PDIs with homeowners relative to the Home Closing Schedule and the pace of construction schedule. Working with the onsite Customer Care team in equipping the office with all that is required to conduct PDIs with the homeowners such as Ontario New Home Warranty forms, Inspection forms, PreDelivery Checklist, and Sign Off forms. Assisting the onsite team in equipping the office with all that is required for home closings such as Key Sign Off sheets, keys, remotes and closing gifts. Reporting discrepancies to construction in a timely manner. Inspections to be carried out throughout the project. Assembling Purchaser Closing packages, consisting of home keys, remotes, common area keys, mailbox keys, security system information and any other items to turn over at time of home closing. Responsible for sending vendor aging lists to trades. Coordinate and schedule access for service appointments between trades/technicians and purchasers. Track, manage, and follow up on service requests to ensure timely resolution. Maintain detailed records of homeowner interactions, work orders, and completed repairs. Ensuring the Key Sign Off sheet has been properly documented and filed. Accepting post occupancy requests made by homeowners. Processing maintenance care followup appointments and scheduling in Salesforce. Responding to purchaser correspondences in a timely and professional manner. Additional duties as assigned. Required Skills and Qualifications High school diploma or equivalent and basic knowledge of building customer care environment. Preferred 12 years of experience in construction customer care environment. Basic knowledge of HVAC, plumbing, electrical, and general building systems. Ability to read and interpret technical manuals and blueprints is an asset. Excellent troubleshooting and problemsolving skills. Strong organizational and time management skills. Effective communication and interpersonal skills. Ability to work independently and as part of a team. Valid drivers license and reliable transportation is an asset. Madison Group celebrates diversity and is proud to be an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applications and make all employmentrelated decisions without regard to race, colour, religion, sex, national origin, sexual orientation, gender, age, or disability. AI will not be used during the recruitment process. #J-18808-Ljbffr