Title: Customer Care Representative, High Rise

Department: Customer Care

Reports to: Manager, Customer Care, High Rise

Our History:

The Madison Group is a widely diversified real estate and land development company with extensive experience in building master- planned communities, low-rise and high-rise residential projects and also operates a substantial portfolio of retail, commercial and industrial projects.

For over 55 years, Madison Group has built its foundation on integrity and innovation and our commitment to our customers is our foremost priority. Madison Group focuses on creating quality homes & residences in desirable areas firmly rooted in a sense of community. Our reputation is defined by the talent, dedication, and passion of our team. For further information, please refer to Madison Homes’ website at MadisonGroup.ca

The Role:

We are looking for an experienced, personable, and organized Customer Care Representative to work directly with the Customer Care team. The Representative will provide administrative support, respond to calls and emails.

As the Customer Care Representative, your primary responsibilities will include:

• Responsible for entering the Closing Schedule into Microsoft Outlook Calendar.
• Scheduling Pre- Delivery Inspections with Homeowners relative to the Home Closing Schedule and the pace of construction in Microsoft Outlook Calendar.
• Scheduling Homeowner move in times relative to the determined elevator time blocks in Microsoft Outlook Schedule.
• Working with the on-site Customer Care Team in equipping the office with all that is required to conduct Pre-Delivery Inspections with the Homeowners such as Ontario New Home Warranty Forms, Inspection forms, Pre-Delivery Checklist and Sign Off forms.
• Assisting the on-site team in equipping the office with all that is required for home closings such as Key Sign Off Sheets, Keys, Remotes and Closing Gifts.
• Entering individual home inspections prior to occupancy, that has been conducted by the Customer Care Team into the Purchaser Agreement System on the day of the inspection.
• Reporting discrepancies to construction in a timely manner. Inspections to be carried out throughout the project.
• Working with the on-site Customer Care Team in assembling the Home Care Handbook.
• Assembling Purchaser Closing Packages, consisting of home keys, remotes, common area keys, mailbox keys, security system information and any other items to turned over at time of home closing.
• Enter the requested items from the Pre-Delivery Inspection conducted by the sites Customer Care Specialist into the Purchaser Request System.
• Ensuring contact with the law office for notification of Home Closings.
• Notifying Homeowners once their homes have closed and distributing closing package.
• Ensuring the Key Sign Off Sheet has been properly documented and filed.
• Accepting Post Occupancy Requests made by Homeowners.
• Processing Maintenance Care follow up appointments and scheduling in Microsoft Outlook Calendar.
• Responsible for completing and disturbing weekly reports of site progress to the appropriate persons.
• Maintaining meetings including sending out reminders prior to the meeting, processing, and distributing meeting minutes for the duration of the project.
• Responding to Purchaser correspondences in a timely and professional manner.
• Additional duties as assigned.

Required Skills and Qualifications:

• 1 year of industry experience with strong knowledge of the construction process (High rise experience preferred)

• Strong attention to detail

• Proven positive focus on the Customer (both internal and external)
• Ability to be proactive and anticipate job requirements; takes ownership of tasks and consistent follow through
• Continuously demonstrates personal integrity though out all daily activities
• Intelligent and able to learn
• Open-minded, resourceful, flexible, and adaptable to change
• Ability to work in a team environment or on individual basis
• Strives for quality and continuous improvement
• Valid Driver License and access to a vehicle

Additional Information:

• Schedule: Permanent, Full-Time
• Location: Expectation to move from site to site with minimal notice in accordance with company goals. Locations will encompass the entire Greater Toronto Area.

We are committed to providing accommodations for people with disabilities. Accommodations are available upon request to ensure that we meet your needs.

We thank all candidates for your interest in the role and your application. Only candidates that fit all of the required skills and qualifications will be contacted directly.