Customer Care Administrator

About Us:

At eQ Homes, we are dedicated to providing an exceptional level of craftsmanship and customer service, from the moment you meet us to the day you receive your keys. We are with you every step of the way to ensure that your home buying path is a comfortable and memorable one. We consistently create visionary, award-winning communities that lead the way in home innovation and sustainable living initiatives.

Our core values guide everything we do, grounded in a shared commitment to doing the right thing. They include:

• People
• Elevate 
• Passion

We want our employees to feel great about their jobs, and that means encouraging growth and advancement, listening to employee feedback, recognizing a job well done, giving back, and adopting a culture of trust and respect.

About the Role:

eQ Homes is looking for a Customer Care Administrator to support our Embrun site. The key overall objective of the Customer Care Administrator is to ensure high levels of customer satisfaction as measured by AVID Ratings and Tarion.

Key Responsibilities:

• Customer Care Department Administration
• High levels of customer satisfaction as measured by AVID Ratings and Tarion
• Weekly/monthly status reports
• AVID Customer Data
• KPI reporting
• Prepare and issue Vendor Purchase Orders (VPOs) for deficiency repairs and service-related work completed by trade partners, ensuring accurate documentation and timely processing
• Coordinate appointments with homeowners and site for touchpoints.
• Monitor and distribute submitted Tarion Warranty Forms.
• Maintain Customer Care Warranty Tracking Sheet.
• Coordinate/schedule service appointments with homeowners and trades.
• Manage and follow through on homeowner inquiries regarding the scheduling and coordination of deficiency inspections, service visits, and related appointments in a timely manner.
• Maintain AVID Customer Data Info for monthly submittal.
• Maintain KPI information and prepare for monthly reporting.
• Coordinate and maintain/update performance audit tracking sheet; prepare status reports for performance audits.
• Other duties within the scope, spirit and purpose of the job, as requested by management.

About You:

• Positive, self-motivated, goal-driven and tenacious
• Customer-satisfaction driven
• Highly organized and ability to multi-task and process large volumes of information
• Proven ability to prioritize on a daily basis based on urgencies
• Manage changing and conflicting priorities
• Strong written and verbal communication skills
• MS Office suite skills including Word, Excel and Outlook
• Suitable office and customer attire at all times
• Adherence to health and safety requirements while on site
• Post-secondary education or suitable professional training and experience as an alternative
• People-centric focus: You pursue lifelong learning, actively share new perspectives, empower, and inspire others.
• Commitment to Elevate: You set new standards in ways that surprise and delight stakeholders, redefine industry norms and set new benchmarks for success.
• Passion: You take pride in your work, overcome obstacles, and constantly seek to be the best.

Why Join Us:

• We are actively pursuing portfolio growth opportunities, ensuring continuous development and advancement.
• We take pride in shaping real estate in Ottawa for over 60 years.
• Enjoy competitive pay, incentives, and tuition reimbursement to support your personal and professional growth.
• Benefit from 15 paid vacation days plus additional PTO to ensure a healthy work-life balance.
• Take advantage of our RRSP matching program and boost your financial future with confidence! 

This position is to fill one (1) existing vacancy. 

EQ Homes is an equal-opportunity employer dedicated to creating an inclusive and accessible workplace environment. We are committed to cultivating a workforce that mirrors the diversity of our community, including individuals with disabilities. If you require accommodation or support during any stage of our recruitment and selection process, we will collaborate with you to address your needs.