Customer Care Specialist (12-month Contract)

Description

The Customer Care Specialist serves as the primary point of contact for homeowners from post‑purchase through post‑warranty periods. The role involves responding to inquiries, coordinating with internal departments, and ensuring a best‑in‑class homeowner experience.

• Field, document, and research homeowner calls, emails, and letters, responding within service standards.
• Keep homeowners informed through scheduled touchpoints and arrange pre‑construction and frame‑walk appointments.
• Act as liaison between homeowners and internal departments, providing follow‑up and outcome updates.
• Schedule, plan, and present at homeowner information sessions (“Mattamy University”).
• Participate in bi‑weekly site visits; reliable vehicle required.
• Provide an escalated avenue for complaint resolution and notify managers of concerns or trends.
• Track and communicate Tarion correspondence with Head Office and Warranty Service Managers.
• Prepare and distribute educational materials and update the Service Centre website.
• Assist in generating reports for key departments and stakeholders.

Requirements

• University or college graduate with at least 2 years of extensive customer service experience.
• Strong interpersonal and public‑facing communication skills, including public speaking and presentations.
• Ability to multitask, prioritize work, and meet deadlines in a fast‑paced environment.
• Excellent research, written, oral, listening, and problem‑solving abilities.
• Proficient with Microsoft Office (Word, Outlook, PowerPoint, Excel) and internet tools.
• Self‑starter who can obtain accurate resolutions from company or industry resources.
• Capable of building and maintaining internal and external relationships; works independently and collaboratively.
• Bonus: Experience in residential construction.

Benefits

The base salary ranges from $57,500 to $87,500, with eligibility for Mattamy’s annual bonus program based on business and individual performance. The company encourages candidates who meet most requirements to apply.

Training + Development

Interview process

Visa Sponsorship

Security clearance