The posting
Role:
Customer Care Specialist
Location:
Ottawa, Ontario – Hybrid (4 days/week in office)
Company:
Mattamy Homes Canada
Department:
Customer Care, Ottawa Division
Employment Type:
Full-Time Contract (18 month)
Reports to:
Customer Care Team Lead
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
As a Customer Care Specialist, you play a key role in delivering an exceptional homeowner experience. You’ll manage inquiries across multiple channels, perform pre delivery inspections, and act as a liaison between homeowners and internal teams. Your ability to communicate clearly, manage projects, and analyze feedback will drive effective solutions and continuous improvement.
What you’ll do
- Act as the primary contact for homeowners, delivering timely, empathetic, and solution-focused support across phone, email, and in-person interactions.
- Lead homeowner communications throughout the homeownership journey, including construction updates, project milestones, and seasonal correspondence.
- Coordinate with internal departments (e.g., Construction, Warranty, Land, Sales, Contracts) to address issues, escalate concerns, and ensure a seamless homeowner experience.
- Organize and host homeowner events, prepare documentation, and maintain accurate records using platforms such as JDE, CRM, and SharePoint.
- Analyze homeowner feedback to identify service trends, inform reporting, and contribute to continuous improvement initiatives.
- Support day-to-day administrative functions while maintaining a high standard of organization, communication, and service delivery.
- Perform Pre Delivery Inspections with homebuyers, recording all noted deficiencies and following up with the site staff and homebuyer.
- Weekly site visits required for homeowner experience meetings, photo updates, and community standard walks.
- Other duties as assigned
What you bring
- Minimum of 2 years previous experience in a Customer Service-related role and having demonstrated service excellence skills.
- Excellent interpersonal and customer service skills with a strong demonstrated track record of dealing effectively with key stakeholders, both internal and external to the organization.
- Technology savvy, with strong skills in Microsoft Office suite including Word, Outlook, PowerPoint, and Excel, with the aptitude to learn new systems.
- Well-organized, confident individual who can prioritize work, meet deadlines, and work in a fast-paced environment.
- Self-starter, ability to obtain complete and accurate resolutions from company or industry resources.
- Ability to work both independently and in a collaborative team environment.
- Reliable transportation required for site visits.
Bonus points
- Experience with JD Edwards
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 about 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.
Mattamy companies may use artificial intelligence (AI) tools to support our hiring process, including to help screen or assess candidates along the way. These tools work behind the scenes, while people remain at the heart of every hiring decision.
Qualified applicants for this existing vacancy will be contacted directly by the Talent Acquisition team.
