Customer Experience Concierge in Ottawa

Customer Experience Concierge is the dedicated point of contact for purchasers from the execution of the sale through to closing, building rapport and trust, guiding them through each milestone of the homebuying journey and ensuring a clear, consistent and positive experience across all our communities. Working closely with Sales, the Design Centre, Construction and Customer Care, the Concierge will anticipate purchaser needs, address questions and concerns promptly, and coordinate the key appointments that lead to a smooth and on-time delivery of each new home.

Responsibilities

• Welcome new purchasers following the sale, review the homeowner journey and key milestones, and set clear expectations regarding timelines, communications and purchaser responsibilities.
• Liaise between purchasers and internal departments (Sales, Design Centre, Construction, Customer Care, Accounting) and trades to ensure purchaser requests, change orders and commitments are communicated and fulfilled.
• Respond promptly and professionally to address all purchaser questions, concerns and problems by phone, email and in person; investigate issues, coordinate with the appropriate internal team, and follow through to resolution.
• Schedule all post sale appointments, coordinating with purchaser and internal teams for: Design Centre selections, pre-drywall (frame) walkthroughs, Pre-Delivery Inspections (PDIs).
• Ensure any Tarion documentation and required forms are prepared and completed.
• Provide purchasers with regular construction progress updates, and communicate changes to tentative or firm closing dates in accordance with the Tarion Addendum and company procedures, managing purchaser expectations proactively.
• Guide purchasers through closing preparation, including documentation and lawyer requirements, utility set-up, key release and move-in information, in coordination with Sales, Accounting and closing staff.
• Maintain accurate, up-to-date purchaser records, appointment calendars and correspondence logs in the company CRM/database, and track milestone completion for each lot.
• Prepare and distribute purchaser communications, welcome packages, milestone letters and homeowner information materials.
• Identify recurring purchaser concerns and provide feedback to management to support continuous improvement of the customer experience.
• Support homeowner events, community orientations and purchaser meetings as required.

Qualifications

• Post-secondary diploma or degree in Business Administration, Communications, Hospitality or a related field, or equivalent experience.
• Minimum 3 years' experience in a customer-facing role, preferably in new home sales, customer care or construction with a production homebuilder; hospitality or real estate experience an asset.
• Working knowledge of the new home purchase and construction process, Agreements of Purchase and Sale, and the Tarion new home warranty program (Addendum, PDI and warranty timelines) is a strong asset.
• Exceptional interpersonal and communication skills, both verbal and written, with the ability to explain technical and construction matters in plain language.
• Demonstrated ability to manage difficult conversations with empathy and professionalism, de-escalate concerns and deliver difficult information while preserving the purchaser relationship.
• Highly organized with excellent attention to detail and the ability to manage a high volume of purchasers, appointments and competing deadlines.
• Proactive, solutions-oriented and comfortable coordinating across multiple departments and site teams.
• Strong knowledge of MS Office (Outlook, Word, Excel) is essential; experience with CRM or homebuilder software is an asset.
• Valid driver's licence and access to a reliable vehicle; ability to travel between the head office, Design Centre and active construction sites.
• Bilingualism (English/French) would be an asset.