Customer Care Coordinator

What we offer

As the Customer Care Coordinator, you provide an ongoing point of contact at Mattamy Homes for homeowners, from post purchase through to post warranty periods. You act as a liaison to direct homeowner inquiries and concerns to the appropriate internal individuals/departments or outside agencies. You will follow-up on homeowner inquiries by providing a prompt, complete, and accurate response. You are an advocate for the homeowner in coordinating customer care activities together with the construction and warranty teams to ensure The Best Homeowner Experience is delivered at each opportunity.

What you’ll do

• Field and research all Homeowner telephone calls/e-mails and respond to concerns and inquiries within our service standards (response within 4 business hours).
• Document all e-mails, phone conversations, and correspondence in DynaMX.
• Liaise between Homeowner and Warranty, Construction, Architecture, Land, Accounting and Sales and Marketing. Provide follow-up and advise of outcome.
• Set homeowner expectations by creating and distributing educational material (Eg. Seasonal Notifications, Preparing for Possession, etc.).
• Photograph construction progress and send out Milestone e-mails weekly to all qualifying homeowners. Homeowners receive 3 Photo Milestones of the home throughout their build: Excavation, Framing Completion & Cabinet Install.
• Schedule and plan designated Mattamy University community sessions. Mattamy U is an in-person homeowner event intended to educate homeowners about the building process. Participate in three-four sessions every year (public speaking required).
• Assist in scheduling homeowner visits with construction or yourself (Eg, Blind Measurements, Prayer Ceremonies, Security Systems, etc.).
• Manage regularly occurring Possessions/Key Pick Up Appointments and assist homeowners with closing issues that may come up.
• Evaluate overall homeowner experience.
• Participate in site walks with the build team.
• Attend bi-weekly community team meetings on site with Construction/Warranty/Sales/Design to discuss current issues and keep your finger on the “pulse.”

What you bring

• Professional, mature individual with minimum two years progressive customer service experience.
• Ability to multi-task in an extremely fast pace working office environment.
• Well-organized, confident individual with the ability to prioritize work and meet deadlines.
• Self-starter, ability to obtain complete and accurate resolutions from company or industry resources.
• Demonstrated interpersonal/customer service skills in dealing effectively with the public/homeowners.
• Ability to deal professionally and effectively with homeowners.
• Excellent written, oral and listening skills.
• Strong computer skills in Microsoft Office products.

Who we are

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across Canada and the United States. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area as well as in Ottawa, Calgary and Edmonton.

Mattamy Homes Canada is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs.

Qualified applicants will be contacted directly by the Talent Acquisition team.