Customer Experience Coordinator

Application Deadline: 
July 14, 2017
Activa Management Corporation
Job Title: 
Customer Experience Coordinator
Reports To: 
Customer Experience Manager
Job Type: 
Full-Time, Permanent
Waterloo, ON
Role Summary: 

Under the supervision of the Customer Experience Manager, the Customer Experience Coordinator will be responsible for receiving, researching, resolving, documenting, and communicating requests from homeowners from firm sale through to the end of their after-closing warranty period. The successful candidate will be accountable for dealing with customer concerns, inquiries and scheduling of all service-related appointments. The Customer Experience Coordinator will also embrace their role of providing positive service experiences to all customers and achieving exceptional customer satisfaction by education implementation and step by step walk-throughs with the home owners.

Key Responsibilities: 
  • Represent Activa's goals, values and Operation Model
  • Adhere to company Customer Experience standards of work
  • Provide support to all customers, through a single point of contact
  • Manage Customer's expectations and requirements
  • Provide timely education and guidance through the construction build and into warranty
  • Attend and present Welcome Home Binder while providing educational step by step guidance
  • Coordinate and attend all Pre-Drywall Inspections and Pre-Delivery Inspections while providing education and guidance
  • Monitor and follow-up on status of items identified during inspections
  • Research and resolve customer issues, acting as the primary liaison between other departments and escalating concerns to the next level when appropriate
  • Deliver an exceptional customer experience by building relationships and trust with our homeowners
  • Other responsibilities as required
  • 3-5 years of experience in Customer Service; within the residential building industry an asset
  • Minimum one year, hands-on work experience conducting warranty inspections an asset
  • Construction knowledge
  • Working knowledge of Tarion policies, regulations and customer service standards
  • Post-secondary degree or diploma
  • Strong planning, coordination and prioritization skills
  • Strong customer service and troubleshooting skills
  • General knowledge of the Ontario Building Code
  • Working knowledge of Newstar Sales/Enterprises or similar operating system
  • Proficiency with MS Office
Personal Attributes: 
  • Possesses a positive attitude with a strong focus on supporting team members
  • Extremely detail-oriented with the highest standards for quality and execution
  • Professional with very strong interpersonal and communication skills
  • Hard-working and self-motivated
  • Ability to work diligently and calmly through high volume periods

If you are self-motivated and are looking for an opportunity to expand your career in a dynamic and enthusiastic environment, apply now to join our team.


Activa is committed to creating an inclusive environment for all individuals.  We support the goals of the Accessibility for Ontarians with Disabilities Act (AODA).  Should you require accommodation throughout the recruitment process, please contact our Human Resources department.