Top Benefits
About the role
JOB TITLE: Customer Experience Coordinator
Location: Ottawa
Build your future at Minto!
At Minto, our mission to build thriving communities starts with our first community - our employees. We are proud to have been named one of Canada’s Best Managed Companies, a testament to our 70-year legacy and dedication to providing an exceptional employee experience.
Great employees like you are essential to our continued success. We invite you to join us as we welcome change, celebrate new ideas, and provide you with the resources, professional training, and diverse opportunities to grow your career.
Your offer will include:
- Competitive salary
- Annual bonus + benefits effective 1st day + RRSP matching plan + 3 weeks’ vacation
- Benefits including parental leave, unlimited physiotherapy, telemedicine and so much more
- Tuition reimbursement plans and professional development courses
- Employee recognition platform – Be rewarded by your colleagues for your contributions!
- Many exciting career opportunities
Your role on our team:
The Customer Experience Coordinator (CX Coordinator) serves as a key communicator and problem solver for our customers, both internal and external. The CX Coordinator ensures homeowners feel supported from purchase through community completion by delivering timely, accurate information and responding quickly to inquiries.
In this role, you will:
- Champion the Minto Communities Touchpoint Plan (communications strategy) and carry out deliverables assigned to the Customer Experience team
- Develop and maintain positive internal relationships
- Govern the customer satisfaction survey management program; analyze customer satisfaction surveys and statistical results to identify trends and improvement initiatives
- Evaluate and analyze various forms of data (customer survey results, warranty data, demographic, online heat maps) to identify opportunities and trends
- Respond to customer e-mails, phone calls, and social media inquiries and consult with subject matter experts to ensure accuracy
- Continually research opportunities to improve customer communications and strategy
- Support and help train other departments with the implementation of their communication strategy
- Research and compile the history behind escalated customer concerns, help other teams with de-escalation and respond on behalf of management when applicable
- Govern the customer satisfaction survey management program; analyze customer satisfaction surveys and statistical results to identify trends and improvement initiatives
- Evaluate and analyze various forms of data (customer survey results, warranty data, demographic, online heat maps) to identify opportunities and trends
We would like you to have
Requirements:
- Access to a vehicle and a valid G license (or equivalent)
- 2-4 years of relevant work experience
- Advanced communication and customer service skills
- Ability to manage quickly changing parameters and escalated customer concerns
- Curiosity and drive to become an expert in homebuilding practices and regulations
- Monday-Friday schedule with a flexible start time between 7:30 and 9:00 AM
- In-office presence 4 or 5 days per week, with the option of working from home on non-office days. Regular visits to site and sales offices are required
Technical Competencies:
- Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
- Adobe Acrobat
- Email deployment software (such as Adestra/Marketo/SalesForce)
- ERP systems (such as SAP, NewStar, Oracle, ECI)
- Customer Relation Management (CRM) software (SalesForce)
Education:
- Post Secondary Education, either University Degree or a College Diploma is required.
The following skills are considered an asset:
- Experience in the field of Construction/Home Building/Warranty, Marketing, Sales, Customer Experience or Communications.
- Experience with Customer Relation Management (CRM) software, website/portal, or social media management.
- Experience with email deployment software (such as Adestra/Marketo/SalesForce), and ERP systems such as SAP, NewStar, Oracle, ECI.
- Experience with survey programs (AVID Ratings, Qualtrics, Reputation) or customer satisfaction metrics.
- Ability to speak/write French, Mandarin or Hindi
Our future is better together. Apply now and join us!
Minto is an equal opportunity employer committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. Should you require accommodation or support in any aspect of our recruitment and selection process, we will work with you to meet your needs.
About Minto Group Inc.
Since our humble beginnings in 1955, Minto Group has successfully built a fully integrated real estate company offering new homes and condos, rentals, furnished suites, property and investment management.
With expertise in home building, construction, property and investment management, we’ve built over 95,800 homes, manage 14,600 rental units and carry 2.4 million square feet of commercial space. Our investment management portfolio spans $4.1 billion (as at January, 2022).
With over 1,370 employees in Canada and the southern USA, we proudly build better places for people to live, work and play, one home and one relationship at a time. To us, it’s all about special moments – like the thrill of a new apartment, the pride in owning a first home, or a growing investment partnership.
Rental homes and apartments: furnished suites and commercial space. As one of Canada’s leading property management companies, our Minto Apartments Division proudly manages multi-residential units and commercial space in Ottawa, Toronto, Calgary, London and Montreal.
New homes and condos in Canada: With more than 65,000 homes built in the Ottawa, Calgary and the Greater Toronto Areas, our Minto Communities Canada division is dedicated to constructing high-performing new homes and condos and has earned several industry awards and accolades.
New homes and condos in the southern USA: As one of North America’s leading builders with more than 30,000 homes built in southern USA, we create a wide range of award-winning resort style master-planned communities to meet every lifestyle.
Public investment opportunities through Minto Apartment REIT (MI.UN): Canada’s only 100% urban residential real estate investment trust with multi-residential rental properties across Toronto, Ottawa, Calgary and Edmonton. The REIT’s 29 building portfolio offers a compelling long-term investment opportunity managed by a highly experienced team with a proven track record in the industry.
Top Benefits
About the role
JOB TITLE: Customer Experience Coordinator
Location: Ottawa
Build your future at Minto!
At Minto, our mission to build thriving communities starts with our first community - our employees. We are proud to have been named one of Canada’s Best Managed Companies, a testament to our 70-year legacy and dedication to providing an exceptional employee experience.
Great employees like you are essential to our continued success. We invite you to join us as we welcome change, celebrate new ideas, and provide you with the resources, professional training, and diverse opportunities to grow your career.
Your offer will include:
- Competitive salary
- Annual bonus + benefits effective 1st day + RRSP matching plan + 3 weeks’ vacation
- Benefits including parental leave, unlimited physiotherapy, telemedicine and so much more
- Tuition reimbursement plans and professional development courses
- Employee recognition platform – Be rewarded by your colleagues for your contributions!
- Many exciting career opportunities
Your role on our team:
The Customer Experience Coordinator (CX Coordinator) serves as a key communicator and problem solver for our customers, both internal and external. The CX Coordinator ensures homeowners feel supported from purchase through community completion by delivering timely, accurate information and responding quickly to inquiries.
In this role, you will:
- Champion the Minto Communities Touchpoint Plan (communications strategy) and carry out deliverables assigned to the Customer Experience team
- Develop and maintain positive internal relationships
- Govern the customer satisfaction survey management program; analyze customer satisfaction surveys and statistical results to identify trends and improvement initiatives
- Evaluate and analyze various forms of data (customer survey results, warranty data, demographic, online heat maps) to identify opportunities and trends
- Respond to customer e-mails, phone calls, and social media inquiries and consult with subject matter experts to ensure accuracy
- Continually research opportunities to improve customer communications and strategy
- Support and help train other departments with the implementation of their communication strategy
- Research and compile the history behind escalated customer concerns, help other teams with de-escalation and respond on behalf of management when applicable
- Govern the customer satisfaction survey management program; analyze customer satisfaction surveys and statistical results to identify trends and improvement initiatives
- Evaluate and analyze various forms of data (customer survey results, warranty data, demographic, online heat maps) to identify opportunities and trends
We would like you to have
Requirements:
- Access to a vehicle and a valid G license (or equivalent)
- 2-4 years of relevant work experience
- Advanced communication and customer service skills
- Ability to manage quickly changing parameters and escalated customer concerns
- Curiosity and drive to become an expert in homebuilding practices and regulations
- Monday-Friday schedule with a flexible start time between 7:30 and 9:00 AM
- In-office presence 4 or 5 days per week, with the option of working from home on non-office days. Regular visits to site and sales offices are required
Technical Competencies:
- Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
- Adobe Acrobat
- Email deployment software (such as Adestra/Marketo/SalesForce)
- ERP systems (such as SAP, NewStar, Oracle, ECI)
- Customer Relation Management (CRM) software (SalesForce)
Education:
- Post Secondary Education, either University Degree or a College Diploma is required.
The following skills are considered an asset:
- Experience in the field of Construction/Home Building/Warranty, Marketing, Sales, Customer Experience or Communications.
- Experience with Customer Relation Management (CRM) software, website/portal, or social media management.
- Experience with email deployment software (such as Adestra/Marketo/SalesForce), and ERP systems such as SAP, NewStar, Oracle, ECI.
- Experience with survey programs (AVID Ratings, Qualtrics, Reputation) or customer satisfaction metrics.
- Ability to speak/write French, Mandarin or Hindi
Our future is better together. Apply now and join us!
Minto is an equal opportunity employer committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. Should you require accommodation or support in any aspect of our recruitment and selection process, we will work with you to meet your needs.
About Minto Group Inc.
Since our humble beginnings in 1955, Minto Group has successfully built a fully integrated real estate company offering new homes and condos, rentals, furnished suites, property and investment management.
With expertise in home building, construction, property and investment management, we’ve built over 95,800 homes, manage 14,600 rental units and carry 2.4 million square feet of commercial space. Our investment management portfolio spans $4.1 billion (as at January, 2022).
With over 1,370 employees in Canada and the southern USA, we proudly build better places for people to live, work and play, one home and one relationship at a time. To us, it’s all about special moments – like the thrill of a new apartment, the pride in owning a first home, or a growing investment partnership.
Rental homes and apartments: furnished suites and commercial space. As one of Canada’s leading property management companies, our Minto Apartments Division proudly manages multi-residential units and commercial space in Ottawa, Toronto, Calgary, London and Montreal.
New homes and condos in Canada: With more than 65,000 homes built in the Ottawa, Calgary and the Greater Toronto Areas, our Minto Communities Canada division is dedicated to constructing high-performing new homes and condos and has earned several industry awards and accolades.
New homes and condos in the southern USA: As one of North America’s leading builders with more than 30,000 homes built in southern USA, we create a wide range of award-winning resort style master-planned communities to meet every lifestyle.
Public investment opportunities through Minto Apartment REIT (MI.UN): Canada’s only 100% urban residential real estate investment trust with multi-residential rental properties across Toronto, Ottawa, Calgary and Edmonton. The REIT’s 29 building portfolio offers a compelling long-term investment opportunity managed by a highly experienced team with a proven track record in the industry.