RioCan Real Estate Investment Trust

Customer Care Coordinator

RioCan Real Estate Investment Trust

full-time

Posted on:

Location Type: Office

Location: Etobicoke • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

About the role

  • Collaborates with and supports the Customer Care Manager in all aspects of warranty administration;
  • Organizes and manages the customer experience, including scheduling service appointments;
  • Responds promptly to calls and emails during business hours, ensuring timely follow-up and resolution for customers, trade associates, and the warranty team;
  • Coordinates and schedules appointments with homeowners, Tarion inspectors, service technicians, and trades as required;
  • Maintains strong relationships and effective communication between all stakeholders;
  • Conducts Pre-Delivery Inspections (PDI) and Quality Assurance (QA) checks;
  • Ensures timely submission of Tarion warranty documentation (30-Day, Mid-Year, Year-End, and Second Year) and handles individual homeowner requests within deadlines;
  • Monitors warranty forms daily through the Tarion Builder Link portal;
  • Prepares necessary service documents for departmental and service use;
  • Clearly explains warranty policies and procedures to homeowners;
  • Develops and maintains tracking lists to monitor warranty staff, trade performance, and overall warranty effectiveness;
  • Prepares required forms for PDIs, including the Certificate of Completion and Possession;
  • Identifies potential issues, escalating them to the Customer Care Manager along with proposed resolutions;
  • Open to ongoing training, eager to expand skills and knowledge while also sharing expertise with others;
  • Corresponds with homeowners, Property Management, Condominium Boards, and trades within established timelines;
  • Communicates with lawyers regarding closing details as necessary.

Requirements

  • Post-Secondary degree Education and experience in the construction or real estate industry is an asset;
  • Minimum 3-years’ experience in a similar role;
  • Customer service focused with the ability to resolve problems effectively;
  • Strong knowledge of Tarion, Ontario New Home Warranties Plan Act, and the Construction Performance Guidelines;
  • Ability to set priorities, meet deadlines and manage variable workloads;
  • Excellent written and verbal communication skills;
  • Proficient working knowledge of Microsoft Office (Excel, Outlook, Word);
  • Ability to work under pressure and coordinate numerous activities and groups of people to achieve maximum efficiency;
  • Other duties as required.
Benefits
  • Work / Life Balance that prioritizes YOU. Enjoy a hybrid work model with flexible work hours, an extra-long weekend with our RioCan Cares Day, and half days before every long weekend in the summer.
  • Professional Growth and Development that includes a continuing education reimbursement, a mentorship and leadership development program, on-demand online learning, and cross-training opportunities.
  • An Extensive Health and Benefits Program that includes health and dental benefits for you and your family starting on day one, a healthcare spending account, an employee family and assistance program, virtual healthcare, and other resources.
  • A Comprehensive Retirement Program to help prepare our employees for the future. This includes matching employee contributions in a retirement savings plan, pension plan, and an employee unit purchase plan.
  • Additional Perks and Benefits that include paid time off, parental leave top-up, various employee discounts, employee referral and recognition programs, and opportunities to participate in community initiatives, committees, and social events throughout the year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
warranty administrationPre-Delivery Inspections (PDI)Quality Assurance (QA)Tarion warranty documentationservice document preparationproblem resolutiontracking lists development
Soft skills
customer serviceeffective communicationrelationship managementtime managementprioritizationability to work under pressure