Homeowner Experience Coordinator

Who We Are

After four decades of home building excellence, Cachet has earned a reputation as an award-winning developer and builder of master-planned communities across Southern Ontario.

From the very beginning, our principles have been guided by a distinctive vision of how new homes should be crafted; a vision that combines innovative architecture, superior craftsmanship, exceptional quality features and finishes, and outstanding customer care.

Since 1981, Cachet has developed and built thousands of new homes and we remain committed to enriching the lives of families by building visionary communities they will be proud to call home.

What We Offer

Cachet is on a mission to be the most innovative community builder in Ontario. Joining our rapidly growing organization will give you the opportunity to work alongside us as we create the next generation of modern, complete communities throughout the Greater Golden Horseshoe.

The environment at Cachet is dynamic, engaging, rewarding, and team oriented. We strive to ensure Cachet is a great place to work for all our team members and are committed to building a best-in-class, values-driven organization that positively impacts the lives of our employees, customers, communities, and environment.

Your Role

This is an exciting opportunity for an enthusiastic, detail-oriented, customer-centric team player to use their interpersonal skills and administrative experience to enhance the Homeowner Experience at Cachet Homes.

Reporting to the Homeowner Experience Manager, the Homeowner Experience Coordinator acts as a main point of contact for Homeowners during the construction phase of their home, responding to inquiries and providing updates and information to ensure a smooth home-delivery process.

We are looking for someone who will excel in a fast-paced, innovative, service-focused environment who can leverage their excellent organizational and communication skills to support the delivery of industry-leading customer care at Cachet Homes.

Responsibilities :

• Work collaboratively with the Homeowner Experience Team to ensure Homeowners have a consistent point of contact to respond to questions, coordinate visits to the home during the construction phase, and keep them informed on the progress of their new home.
• Respond to incoming customer phone calls and emails, researching inquiries or concerns from start to resolution.
• Create and deliver regular milestone updates to Homeowners through a combination of email campaigns, phone calls, and social media posts.
• Schedule and coordinate Pre-Delivery Inspections, Framewalks, Home Closing presentations, and similar Homeowner visits during the construction phase.
• Keep Homeowners informed on the status of their home by completing proactive communication at designated times.
• Respond to and resolve first-level customer escalations.
• Collect and maintain data relating to customer experience metrics through internal and external customer surveys and other sources.
• Research and contribute content for online support articles, how-to guides, information handouts, and / or blogs and newsletters.
• Maintain a high level of industry knowledge as it relates to TARION and associated customer service standards.
• Collaborate with Sales & Marketing, Design Studio, Land Development, Construction, Purchasing / Contracts, and Home Service teams to respond to inquiries and develop innovative customer experience strategies.
• Assist with the development, implementation and maintenance of special projects and initiatives as assigned.

What You Bring :

• Minimum of 2-5 years successful experience in a front-line customer service role.
• General knowledge of / or experience working in low-rise construction is an asset.
• Strong computer proficiency with experience in MS Office Suite (Outlook, Excel, Word, Teams, PowerPoint, SharePoint)
• Prior experience working with NewStar Enterprise is an asset.
• Enthusiastic and friendly, with a demonstrated customer-centric orientation and experience working with people from a variety of demographics and cultural backgrounds.
• Superior verbal and written communication skills,
• Excellent interpersonal skills with the ability to express empathy and remain composed in trying circumstances.
• Experience in conflict resolution in a customer service environment.
• Strong organizational skills with the ability to recognize and meet deadlines and manage multiple priorities in a fast-paced work environment.
• Ability to thrive under pressure while handling the stress of multiple demands and working under tight timelines.
• A high level of motivation, accountability, and self-direction with attention to detail.

Must be respectful, empathetic, service-oriented, with a genuine desire to go above and beyond for our customers while demonstrating the Cachet Core Values .

Cachet Homes is an equal opportunity employer and does not discriminate based on age, race, religion, gender, origin, disability, or any other status protected under Canadian law or ordinances.

Equal access to programs, services, and employment is available to all people.

Cachet Homes is dedicated to providing a barrier-free workplace for all our team members and job applicants. If you require any accommodations throughout the recruitment process, please inform us when submitting your application, and we will take into account your accessibility needs due to a disability that respects your dignity and independence.