Customer Care Coordinator

Location

Calgary – 4906 Richard Road SW

Business

As part of Brookfield Asset Management — one of the largest alternative asset managers in the world — we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound ESG practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures — we are reimagining real estate from the ground up.

We redefine how home and life come together for over 60 years. At Brookfield Residential, a leading North American land developer and homebuilder within the Brookfield Properties family, we have had one goal in mind – to create the best places to call home. From the development of award-winning vibrant communities to the building of well-designed homes and commercial properties, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community. Learn more.

If you’re ready to be a part of our team, we encourage you to apply.

Job Description

Your Team

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 enquiries regarding closing and post-possession concerns with their homes. Under the direction of the Customer Care Supervisor, 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

Your Key Deliverables

• 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, as required
• Liaise with utility companies, as required, for new home hookups
• Prepare all customer service files
• Prepare Service Warranty packages
• Assist with ensuring all closed service files are properly catalogued with the Records Management
• Conduct contact calls: Pre Occupancy and Possession appointments for the customer and Customer Care Tech’s. Complete follow up calls 2 to 3 weeks after possession. Call customers 2 to 3 weeks prior to the 90 Day and year-end service dates to schedule appointments
• 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

Must Haves

• 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

Your Opportunity – Canada

We are proud to offer our employees what they value most:

• Competitive compensation
• Excellent extended medical, dental and vision benefits beginning day 1
• RRSP program, contributions begins day 1
• Career development programs
• Paid Volunteer Hours
• Paid parental leave
• Family planning assistance including IVF, surrogacy and adoptions options
• Wellness and mental health resources
• Pet insurance offering
• A culture based on our values of Passion, Integrity and Community

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We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

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