Construction Customer Specialist - Capella
Brookfield Residential
Calgary, AB, CA
2d ago

Your Team

The Construction Customer Specialist - Capella (18 month fixed-term), reporting to the Project Manager, is a front line quality control position responsible for the customer experience throughout the construction of their home and coordination between the customer, construction team, Property / Condo Manger and other Brookfield teams.

Under the tutelage of the Site Manager and Project Manager, this position conducts customer appointments during home construction, and is accountable for all aspects of workmanship through the full construction cycle and first two years of possession along side the Site Manager while providing an industry leading customer experience.

Your Key Deliverables

Quality Control :

  • Set and manage customer quality expectations
  • Laisse between Customer Care team, Construction team, external Property Management and Customer to identify and rectify any issues with common area, entrance door, waste / recycling, landscaping, etc.
  • Point of contact for the customer with construction-related inquiries.
  • Perform various visits to assess progress of cabinets (with Sales), and mechanical work.
  • Home Orientation and follow up Review of mechanical system Program thermostatProgram front door
  • Possession Day Orientation
  • Identify and resolve customer concerns with proactive and early follow up
  • Work with all departments to identify and resolve recurring trends that may impact CX.
  • Identify any unforeseen challenges that have the potential of creating deficiencies at the Home Orientation or Possession.
  • Communicate with customers to set expectations and inform how Brookfield will rectify any issues.
  • Support the construction team by overseeing and driving results for seasonal work.
  • Communicate any live update concerns between construction and homeowners with scheduling and pace.
  • Participate and lead condo handover and common area walkthrough.
  • Onsite triage for customer issues.
  • Help coordinate move in coordination with Property Manager
  • Help with customer communication and updates. Support and review newslettersSupport with townhalls
  • Construction Operations :

  • Schedule and conduct all required meetings during construction to start building a connection and trust with the customers.
  • Review construction process and next steps.
  • Review plans, options, cut lines, upgrades with the customers to ensure file accuracy and to ensure alignment in customer expectations before the home start.
  • Contribute to maintaining a safe site at all times including; safe access walkways, installed guardrails, cleanliness, safe use of power tools, submit required safety inspections, etc.
  • Assist in training sub-contractors and trades on site cleanliness and safe work practice expectations.
  • Safety :

  • Understand and abide by the Brookfield Safety Program policies and procedures.
  • Contribute to maintaining a safe site at all times including; safe access walkways, installed guardrails, cleanliness, safe use of power tools, submit required safety inspections, etc.
  • Assist in training sub-contractors and trades on site cleanliness and safe work practice expectations.
  • Must Haves

  • Detail oriented and strong organizational skills
  • Effective communication skills; ability to communicate with customers, team members and external partners.
  • Proficient in MS Office products and good computer skills
  • Possess or willing to obtain a First Aid certificate, obtain WHMIS certificate
  • Demonstrated ability to provide leadership to the construction team and develop productive relationships with trades and suppliers
  • COVID-19 Hiring Status

    All new hires must be fully vaccinated for Covid-19 prior to starting employment.

    Your Opportunity

    We are proud to offer our employees what they value most :

  • Competitive compensation
  • Excellent extended health benefits
  • Flex-spending account
  • Work-life balance
  • RRSP matching
  • Generous tuition assistance program
  • Leadership development and mentorship programs
  • Charitable donation matching
  • A culture based on our values of Passion, Integrity and Community
  • Your New Home

    Brookfield Residential is a leading North American land developer and homebuilder with one goal in mind - to create the best places to call home.

    From the development of award winning master-planned communities, to the building of well-designed homes and commercial properties, we are committed to cultivating exceptional life experience for our customers and for our employees.

    Building great communities and homes takes vision and dedication, but most importantly, it takes a strong team. Having been in business for more than 60 years, we know it is our people who make Brookfield Residential what it is today.

    We were humbled to be named by Aon as one of the Best Employers in Canada and U.S. in 2017.

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