Customer Experience Administrator

Mattamy Homes

  • Mississauga, ON
  • Permanent
  • Full-time
  • 1 month ago
Location:Mississauga, Ontario (12-Month Contract) - Hybrid (4 days/week in office)Company:Mattamy Homes CanadaDepartment:Customer Experience, Canadian Central OfficeEmployment Type:Full-TimeReports to:Vice President, Customer ExperienceWhen 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.about what makes working at Mattamy special and our award-winning culture.What we offerMattamy Homes Canada's Customer Experience (CX) team is growing as we continue to raise the bar in delivering exceptional service. We're excited to introduce a new role for someone passionate about driving initiatives that keep us ahead in the homebuilding industry.Reporting directly to the Vice President of CX, this highly visible role will analyze, track, and input data across key projects and reports. The CX Administrator also plays a vital part in supporting our Regulatory Records & Warranty Manager with enrolling all new homes in Ontario in the statutory Warranty program for homebuilding - HCRA and Tarion Warranty Corporation.What you'll doWorking closely with the rest of the CX team, and collaborating with stakeholders across all divisions, the CX Administrator will have the opportunity to make meaningful impact in the following areas:
  • National CX Efforts
  • Reporting various Customer Satisfaction (CSAT) metrics, results, and key performance indicators from various sources to all levels of the organization
  • Periodically audit certain metrics to ensure strict adherence with set internal policies
  • Contribute meaningfully towards national CX-related efforts, led by other members of the CX Team
  • After-Hours Emergency Support Line (AHESL) Team Daytime Administration
  • Report on our AHESL Team activities to each division daily, based on the previous days' activities
  • Update data, contacts, and guides as required for the AHESL Team
  • Licensing & Regulations (Ontario-only)
  • Validate data between Mattamy's enterprise software aligns with Ontario's governing bodies of homebuilding; Home Construction Regulatory Authority (HCRA) and Tarion Warranty Corporation
  • Liaise with each Ontario division to assist new communities through the HCRA licensing and Tarion enrolment processes
  • Prepare documentation and submission data for the HCRA licensing and Tarion processes
  • Investigate and resolve issues that arise as required
What you bring
  • A graduate with a Bachelor's degree (or equivalent)
  • Intermediate to expert knowledge of Microsoft Office Suite products (in particular, Excel)
  • Experience with journal entries for payment purposes and some account payable experience
  • Proven experience with working in fast-paced, agile environment
  • Excellent verbal and written communication skills
  • Proven ability to research, analyze and present findings
  • Attention to detail and ability to take initiative
  • Strong organization skills and ability to prioritize time-sensitive tasks
Bonus points
  • Experience with JD Edwards, Microsoft Dynamics, or Power BI
  • Previous experience with mature CRMs, automation, or AI in a workplace
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 areis 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.

Mattamy Homes