Job Description

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 Touchpoint Plan (communications strategy) by delivering exceptional customer service and building strong relationships with homeowners and colleagues Respond to customer emails, phone calls, and social media inquiries by actively listening to concerns and providing empathetic, clear, and professional solutions Collaborate with subject matter experts across Minto to strategize, solve complex problems, and enhance customer experience processes Use analytics and sentiment analysis to identify and recommend improvements to customer education, resources, and outreach efforts that anticipate homeowner needs Conduct research and analyze data to support decision-making and process improvements, using software tools to create documents, presentations, charts, and reports Adapt to shifting priorities and manage time effectively by prioritizing tasks and triaging responsibilities Lead small projects, including budgeting, scheduling, and stakeholder coordination Work independently and collaborate with teams of various sizes to achieve shared goals Take initiative and follow through on tasks with precision and attention to detail Learn and apply new digital tools and software quickly to support evolving business needs Stay informed about construction industry standards, regulations, and best practices

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.

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