Customer Care Coordinator

Brookfield Asset Management•Calgary, AB

7d•Onsite

About The Position

The Customer Care Coordinator is responsible for the administrative coordination, implementation and follow up of all service related duties. This position is the primary contact person for homeowner inquiries regarding closing and post-possession concerns with their homes. Under the direction of the Customer Care Manager, this position is responsible for the administration and management of day-to-day site activities, including processing, tracking, monitoring, and reporting on service tickets and site administration duties.

Requirements

3 Years prior experience in a service administrative role or equivalent combination of education and experience
Proficient computer skills.
Strong communication skills, both verbal and written.
Customer service oriented.

Nice To Haves

Prior construction knowledge would be considered an asset.

Responsibilities

Serve as a central information point within the service teams.
Create, monitor and report on Customer Service Work Orders, for interior, exterior and seasonal deficiencies.
Prioritize Customer Care team work load volumes, providing daily follow-up with trades and suppliers, Customer Care Tech’s, and customers to ensure all interior service work required is completed within prescribed timelines, subject to availability.
Recommend administrative actions to solve problems.
Facilitate customer, manager, technician and coordinator communications to others.
Ensure the majority of incoming customer service phone calls are received in person, with as few calls as possible answered by voicemail, returning calls in a timely manner and documenting customer issue calls.
Prioritize electronic service inquiries whether via e-mail or web portal, ensuring follow up with the customer within 4 hours during the business day.
Follow up with the customer the following day after trades appointments to ensure customers are satisfied with work completed.
Liaise with condominium corporations, utility companies, as required, for new home hookups.
Prepare all customer service files, Service Warranty packages and conduct contact calls.
Assist with ensuring all closed service files are properly catalogued with the Records Management.
Monitor the emergency calls to the pre-assigned Customer Care Tech on-call for that week.
In collaboration with the Customer Care Tech’s Site Manager ensure their schedules are filled appropriately, allowing for sufficient time during and between appointments and are recorded.
Review customer AVID surveys received and comment on or resolve any issues related to the service department.