Customer Care Associate - Empire Communities

Your Impact at Empire

The Customer Care Associate is responsible for ensuring client satisfaction and peace of mind from the point of sale through to 30 days post-close. In this role, you will oversee and promptly addressing customer concerns, resolving issues effectively, and building enduring relationships with homeowners in both Low-Rise and High-Rise developments. The Customer Care Associate is responsible for seeing through Customer Care strategies to enhance the overall customer experience and drive continuous improvement within the organization, in turn positively impacting departmental NPS and functional KPI targets.

This role is located at our Empire Canada Homes Head Office in Vaughan, ON.

What We Are Looking For:

• College Diploma or Bachelor's Degree.
• 3-5 years in a customer service role.
• Home building industry experience considered an asset.
• Excellent communication (verbal and written) and interpersonal skills.
• Strong problem-solving skills with the ability to demonstrate empathy with excellent active listening skills.
• Ability to build rapport and collaborate with others within the company and externally.
• Ability to understand consumer behaviors and home building industry trends.
• Organizational ability and attention to detail to manage multiple accounts at one time.
• Time management and multitasking skills to transition among client accounts easily.
• Negotiation skills to persuade purchasers and internal stakeholders in multiple scenarios.
• Microsoft Office applications Excel, Word, and Outlook.
• Previous Newstar experience and knowledge of Tarion Construction Performance Guidelines is an asset.

Why Join Empire?

Joining Empire isn't just about finding a job; it's about establishing a meaningful connection with the work you do. At Empire, we are redefining what it means to work in the homebuilding industry by fostering a culture of creativity and excellence. We firmly believe our employees are the cornerstone of our success, empowering us to Fuel Growth in People and Places.

Here are some exclusive offerings at Empire that we are really excited about - and we think you'll appreciate too:

• Opportunity to collaborate with other skilled and visionary professionals.
• Receive exclusive discounts on Empire Homes through our Employee Home Ownership Program.
• Enjoy peace of mind with our employer paid benefits.
• Flexible, hybrid work model.
• Invest in your future with employer sponsored RRSP plans.
• Keep growing your career with continuing education support and opportunities for learning & development.
• Join a company that believes your time outside of work is just as important as your time inside work.

What You'll Be Doing Each Day

• Customer engagement via email and phone calls, addressing questions, and ensuring overall customer satisfaction from post-sale through to 30-days post-close.
• Resolving customer concerns and issues in a timely and effective manner. This is inclusive of coordinating with relevant teams to ensure problems are addressed promptly and providing follow-up to both customers and internal stakeholders as required.
• Collaborating with various departments such as Sales, Design, Construction, Customer Service, and Customer Experience is important to provide seamless support and communication to our customers.
• Serving as the lead point of contact for all customer account management matters, including negotiating delay extensions and closing agreements to meet closing timelines.
• Updating documentation and preparing reports for various processes, status updates and assisting with challenging client requests or issue escalations.
• Acting as a client advocate within the organization, working with internal departments to understand and satisfy client needs. Resolving complaints and improving the overall customer experience are key aspects.
• Maintaining updated knowledge of homebuilding industry and organizational product/service knowledge to better serve customer inquiries and concerns.
• Identifying industry trends and collaborating with the Customer Care Manager and other internal departments to facilitate the fulfillment of client needs, ensuring timely and accurate delivery to meet customer requirements and objectives.

Who We Are

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