Get to know Gagandeep
Gagandeep joined Mattamy Homes in March of 2021 and has made an incredible impact through his role as a Customer Care Coordinator. As a result of his responsiveness, friendly demeanor and putting homeowners first, Gagandeep was recognized with a 2022 Avid Award for scoring among the top 25% of Avid’s nationwide database on the New Home Move-In Experience survey, taken from the first 90 days of homeownership.
Get to know Gagandeep and what a day in the life of a Customer Care Coordinator is like at Mattamy.
What does a typical morning at work look like for you?
I always start my day with my religious prayers. After that, I'll head to to my nearby gym for a quick workout.
Once I’m home from the gym, I get ready for my day and then drive to the divisional office.
I’m usually arriving at the office at 8:00 am or if there’s a site visit, I’ll be heading out to the community I’m responsible for. Whether I’m in the office or out on site, the first thing I do is scan my emails to see if there is anything urgent that I need to take care of that came in from the night before. I’m then checking my voicemails to see if there’s anything there too. Once I’m caught up, I will create my priority list for the day based on what is outstanding from the day before and what’s come up that needs to be taken care of today. This might include issues or questions about a home under warranty or construction, coordinating with the build team for upcoming home closings as well as updating homeowners on the progress of their new home.
If I’m in the office, I’ll head over to the coffee machine with some of my coworkers to grab our morning fuel and catch up.
Every Wednesday, the divisional customer care team gets together to talk through different challenges with the various communities we are responsible for and what we can do to make the experience better for our homeowners. We also use this time to share success stories, learnings and brainstorm solutions.
Once the meeting has wrapped, I’m back at my desk, responding to emails and phone calls, coordinating with the site team or heading out to site to take milestone pictures of the homes that are under construction so I can share them with my homeowners. I try to head out to the community a few times a week to keep my active homeowners updated and excited about the progress of their new home.
What attracted you to join Mattamy Homes?
I heard so many great things from someone I used to work with who was now working at Mattamy! She couldn’t say enough good things about the company culture and the people. My dream has always been to get into homebuilding so it was a no brainer. Being part of the customer care team really helps you understand all that’s involved with the building process.
What does success look like as a Customer Care Coordinator?
What’s your favourite part of being a Customer Care Coordinator?
The best part is being there for our homeowners. I really enjoying speaking to so many different people and helping them feel that they made the right decision buying their home with Mattamy. I particularly love possession day. There’s no greater feeling than knowing you helped someone get to such an important milestone and they now get to take possession of their brand-new home, that was built just for them!
What has been your most meaningful experience since joining?
I don’t think there is just one experience I can point to. For me, it’s every day. At Mattamy, I know that everyone is there to support me and help me learn. What we do here is really impactful and that sense of importance isn’t lost on us. I love knowing that my contributions matter and I am making a difference in homeowners’ lives.
What skills does someone need to be successful as a Customer Care Coordinator?
You need to be a good communicator, listener, and have a lot of empathy for others. It’s also equally important to be responsive, kind and be open to new ideas and suggestions.
What advice would you give to a new hire?
It’s the best company! And the people make it that way. Everyone here is kind, supportive, knowledgeable and work hard to go above and beyond for each other and for our homeowners. I’ve never seen this level of care and engagement at any other company I’ve worked at. It doesn’t feel like there is a hierarchy here. Instead, everyone is working together as a team to achieve our shared goals. All I can say is, be present, work hard and you will be successful!
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