Senior Client Manager – Sales & Merchandising
Brand Momentum
Customer Care Coordinator
RioCan Real Estate Investment Trust
full-time
Posted on:
Location Type: Office
Location: Etobicoke • 🇨🇦 Canada
Visit company websiteJob 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.
ATS 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
