Community Coordinator - Warranty

Location:

Ottawa, Ontario (on site, 5 days/week)

Company:
Mattamy Homes Canada

Department:
Warranty Department

Employment Type:

Full-Time

Reports to:

Warranty Manager

When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of Mattamy Homes. And that success is centred on a foundation of great people, because our team is as solid as they come. At Mattamy, we are optimistic, hardworking and supportive. Together we learn and grow as we strive to create a positive impact in the homebuilding industry. Contributing to the Mattamy Way means being surrounded by caring people who encourage you to be exactly who you are.

It means your opinion is invited and your contributions count. And it means a career filled with pride, knowing you’re part of an environmentally-conscious, action-oriented organization with big plans for the future. The opportunity to bring the future of living to homeowners based on what Canadians value is exciting – and we’re making it happen.

Learn more about what makes working at Mattamy special and our award-winning culture.

In keeping with the Mattamy Mission of providing The Best Homeowner Experience, the Community Coordinator – Warranty provides exceptional customer service to Mattamy homeowners, trade partners and internal staff while performing office administration duties to ensure that homeowner needs are met in a timely manner.

• Contribute to our mission to deliver the best homeowner experience in all interactions with internal and external stakeholders.
• Answer all telephone calls and respond to homeowner telephone inquiries within 24 hours including taking detailed messages and distributing to appropriate personnel.
• Respond and/or sort & distribute all incoming emails, faxes, couriers and mail to the appropriate individual within 24 hours.
• Coordinate and schedule homeowner warranty visits (30 day, 45 day, Year end, etc.). Follow up to ensure homeowner satisfaction with completed work.
• Update homeowners on outstanding work and explain maintenance and warranty coverage.
• Respond to homeowner inquiries within 24 hours, assist with emergencies, and handle homeowner walk-ins.
• Prepare,printand monitor reports for review by the Warranty Management.
• Maintain all warranty service requests in JDE systems (coordinate all documentation of lists including sign-offsand updating in computer system).
• Coordinate service orders with trades and ensure sign offs are received from trade partners and homeowners. Follow up on work orders to trades.
• Prepare and maintain logs for purchase orders & back charge notices.
• Maintain office supplies and organize and maintain office files.
• Collect timesheets, prepare payroll in the HRISsystem and submit to head office.
• Partner with New Home Technicians to ensure timely repairs, consistent communication, and a seamless warranty process.
• Update and utilize the CX Platform to track all customer complaints and ensure prompt follow up and resolution.
• Other duties as assigned.

• Degree and/or Diploma in Administration, Business, or a suitable combination of work experience and education is an asset.
• Must be able and willing to work at any location in Ottawa.
• Access to reliable transportation as some locations do not have bus service.
• A minimum of 2years office administration experience in a high volume or fast paced environment is required.
• Demonstrated experience in conflict resolution in a customer service environment required.
• Strong computer skills in Microsoft Office, particularly Word,Exceland Outlook.
• Excellent organizational and multitasking skills with the ability to recognize/meet deadlines in a fast-paced work environment.
• Exceptional interpersonal / customer service skills in dealing…