Customer Care Associate
Empire Communities
Vaughan, ON
Position Overview:
The Customer Care Associate is responsible for establishing and managing relationships with customers during the pre-sales and closing period, as well as providing key milestones in the construction process to ensure the highest level of customer experience.

Key Functions & Duties:
Responsibilities of this position include, but are not limited to:

Manage phone call/email inquiries with customers during the home pre-close experience for both Low Rise and High-Rise Division (area’s specific will be assigned both divisions)

Work with internal cross functional departments to facilitate issue resolution for customer concerns

Send out weekly communication touch points to homeowners during the pre-close experience marking milestones during the construction stage and at point of sale

Process any applicable forms/amendments required in order to accommodate homeowner’s requests and internal customers

Compile homeowner guides for new site phase releases and launches

Attend Customer Care, Tarion seminars and attends home purchaser functions as required
Make proactive calls to homeowners both Low Rise and High Rise for new touch points at sale and closing
Assist with contacting homeowners on surveys received from an outside party for pre-close, welcome home and anniversary both divisions and follow up if applicable
Assist with the follow up written communication for new touch points
Any other related duties as determined by management

Skills and Qualifications:
Must have 2-3 years previous customer care experience in new home construction
Strong interpersonal skills
Strong customer service experience
Excellent organizational and planning skills to meet timelines
Effectively able to communicate information with professionalism
Excellent verbal and written communication
Microsoft Office applications Excel, Word, Outlook Express
Previous REMS/Newstar experience preferred
Must be knowledgeable in Tarion Construction Performance Guidelines