Community Coordinator - Warranty

When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of Mattamy Homes. And that success is centred on a foundation of great people, because our team is as solid as they come. At Mattamy, we are optimistic, hardworking and supportive. Together we learn and grow as we strive to create a positive impact in the homebuilding industry. Contributing to the Mattamy Way means being surrounded by caring people who encourage you to be exactly who you are. It means your opinion is invited and your contributions count. And it means a career filled with pride, knowing you’re part of an environmentally-conscious, action-oriented organization with big plans for the future. The opportunity to bring the future of living to homeowners based on what Canadians value is exciting – and we’re making it happen.

Learn more about what makes working at Mattamy special and our award-winning culture.

What we offer

In keeping with the Mattamy Mission of providing The Best Homeowner Experience, the Community Coordinator – Warranty provides exceptional customer service to Mattamy homeowners, trade partners and internal staff while performing office administration duties to ensure that homeowner needs are met in a timely manner.

What you’ll do

• Contribute to our mission to deliver the best homeowner experience in all interactions with internal and external stakeholders.
• Answer all telephone calls and respond to homeowner telephone inquiries within 24 hours including taking detailed messages and distributing to appropriate personnel.
• Respond and/or sort & distribute all incoming emails, faxes, couriers and mail to the appropriate individual within 24 hours.
• Coordinate and schedule homeowner warranty visits (30 day, 45 day, Year end, etc.). Follow up to ensure homeowner satisfaction with completed work.
• Update homeowners on outstanding work and explain maintenance and warranty coverage.
• Respond to homeowner inquiries within 24 hours, assist with emergencies, and handle homeowner walk-ins.
• Prepare, print and monitor reports for review by the Warranty Management.
• Maintain all warranty service requests in JDE systems (coordinate all documentation of lists including sign-offs and updating in computer system).
• Coordinate service orders with trades and ensure sign offs are received from trade partners and homeowners. Follow up on work orders to trades.
• Prepare and maintain logs for purchase orders & back charge notices.
• Maintain office supplies and organize and maintain office files.
• Collect timesheets, prepare payroll in the HRIS system and submit to head office.
• Partner with New Home Technicians to ensure timely repairs, consistent communication, and a seamless warranty process.
• Update and utilize the CX Platform to track all customer complaints and ensure prompt follow up and resolution.
• Other duties as assigned.

What you bring

• Degree and/or Diploma in Administration, Business, or a suitable combination of work experience and education is an asset.
• Must be able and willing to work at any location in Ottawa.
• Access to reliable transportation as some locations do not have bus service.
• A minimum of 2 years office administration experience in a high volume or fast paced environment is required.
• Demonstrated experience in conflict resolution in a customer service environment required.
• Strong computer skills in Microsoft Office, particularly Word, Excel and Outlook.
• Excellent organizational and multitasking skills with the ability to recognize/meet deadlines in a fast-paced work environment.
• Exceptional interpersonal / customer service skills in dealing effectively with the public / homeowners.
• Ability to set priorities, meet deadlines and manage variable workloads.
• Excellent communication skills – both verbal and written.
• Ability to maintain a positive and proactive attitude while handling stress of multiple demands and working under tight timelines.
• Self-motivated with ability to work well in a very close-knit team oriented environment.

Bonus points

• Experience with new home warranty and service or other relevant experience in the residential building industry.
• Knowledge of JD Edwards would be an asset.
• Bilingual.

Compensation

The expected base salary range for this position is $50,000 - $73,500. Actual pay may vary depending on your job-related knowledge, competencies, and skills. We recognize that exceptional situations may fall outside this range, and we encourage all interested candidates to apply.

You are also eligible to participate in Mattamy’s annual bonus program which gives you the opportunity to increase your total compensation if business and individual goals are achieved.

We encourage applicants who meet most of the role requirements to hit that submit button and apply! It’s okay if you don’t have 100% of the requirements. If you’re the right candidate, we’ll help you learn and grow.

Who we are

Mattamy Homes is the largest family-owned homebuilder in North America, with 40-plus years of history across Canada and the United States. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area as well as in Ottawa, Calgary and Edmonton.

Be yourself. We want it that way.

At Mattamy, we're passionate a​b​​out creating and promoting a diverse and inclusive environment where everyone ​can do their best work. Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. From how we build our teams to cultivating our leaders, we're on a journey toward a welcoming, barrier-free culture for everyone. ​​​​

Mattamy Homes Canada is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs.

Qualified applicants will be contacted directly by the Talent Acquisition team.