Construction Client Service Associate

Full-time, Permanent

$70k

4 weeks ago in Real Estate and Development

Job Description:

Our client, a low-rise residential construction company requires a Customer Service Associate to join their team.

 

Responsibilities:

Program Development

  • Build and implement Icon’s ICARE program covering all aspects of managing the purchaser program from initial marketing to completion of relationship with a purchaser.
  • A detailed manual with all touch points, scheduling and support information for ongoing and future sites.
  • Create and source opportunities to improve and promote the ICARE Program
  • Create and source opportunities to improve Icon as a builder, employer and company

Purchaser Liaison

  • All aspects of the purchaser’s experience:
  • Purchaser gifts for sales, décor and closing.
  • Ongoing purchaser needs
  • Liaison and assist in sales related documents and process including amendments, add-on sales (example locker), preparation of closings, homeowner files including lawyer information, statement of critical dates, appraisals
  • All Tarion communication, closing date management
  • Touch points from ICARE including set points of contact (pre-construction Conversations) with homeowners via phone or email
  • Schedule Frame walks and follow up
  • Digital Purchaser folders including HERS program, upgrades, amendments and correspondence
  • Take /manage and distribute bi-weekly Production Meeting minutes
  • Distribute monthly closing lists to Bell, Rogers or as required
  • Monthly status meetings to be scheduled and facilitated.

ICARE 4 Safety

  • Develop, brand and implement on sites
  • Track employee training
  • Manage program ensuring that all staff are trained and have certification where required.
  • Safety booklet to be updated and re printed.

Décor

  • To help with purchaser portal and décor set up
  • To assist with homeowner communication and implementation of a successful décor program.
  • Manage and review schedules and ensure that homeowners are satisfied with process

Social Media

  • Report to Senior management on post plan monthly
  • Manage weekly blasts on FB and IG
  • Market to all purchasers
  • Manage website

In-House Surveys

  • Manage survey program
  • Have purchasers fill out survey on iPad when they purchase, after their second décor appointment, when signing off on their PDI and at year end visit.
  • Collect data from surveys and report
  • Create and implement incentives for purchaser participation

Sales and Marketing/Customer Service

  • Assist marketing and sales teams to prepare and complete sales and marketing process.
  • Implement a customer service program including PDI process, homeowner take away, Manage customer care icare program
  • Manage all homeowner communication
  • Schedule and conduct frame checks on site
  • Schedule and Conduct PDIs and allocate for each trade needed
  • Conduct weekly site meetings on customer relations
  • Create and manage customer service tracking device to reduce possibility of conciliation
  • Ensure that Tarion protocols are being used when trying to get work done in any home
  • Manage site administrator and their participation in homeowner communication and complaints
  • Manage 30 day warranty items
  • Receive 30 day letters and make sure they are inputted into builderlynx
  • Contact homeowner and confirm receipt
  • Connect with homeowner to schedule review appointment
  • Contact site staff for any coordination required and/or questions
  • Schedule appointment for service tech to visit home
  • Schedule trades
  • Manage year end
  • Receive 30 day letters and make sure they are inputted into builderlynx
  • Contact homeowner and confirm receipt
  • Connect with homeowner to schedule review appointment
  • Contact site staff for any coordination required and/or questions
  • Schedule appointment for service tech to visit home
  • Schedule trades
  • Manage conciliations
  • Any conciliation must be reported to VP and meeting must be set with homeowner immediately with site supervisor and homeowner and report back to VP
  • Facilitate the cancelation of conciliation with homeowner and site staff.
  • Ensure that Residential Occupancy Permits are received prior to closing and save them in the appropriate lot file in Project
  • Communicate receipt with accounting

 

Qualifications:

Must have previous client service/administrative experience within construction including exposure to Tarion Warranties.

 

To apply, upload your resume and complete the required information in the “Apply For The Job” section located to the right of the posting. Alternatively, quote the position title and email your resume to: Jillian; j.tishman@tdspersonnel.com

If you are already registered with TDS Personnel please contact your Consultant.

TDS Personnel is an equal opportunity employer and is committed to providing employment in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodations within reason due to a disability or medical need are available on request for candidates taking part in the recruitment process.

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