Customer Experience Representative

Why Join Excel Homes? 

• Join a respected Calgary homebuilder with over 35 years of experience and a strong reputation for simplifying the homebuying journey. 


• Make a visible impact by helping customers feel heard, supported, and confident throughout the homeownership experience. 


• Collaborate cross-functionally with Sales, Construction, Warranty, Purchasing, Marketing, trade partners, and other stakeholders to resolve concerns and improve service delivery. 


• Use your communication, judgment, analytical thinking, and service mindset in a role that combines customer care, issue resolution, trend analysis, and continuous improvement. 


• Build experience in a professional, people-focused environment where collaboration and service excellence are valued. 

What You’ll Do 

• Monitor customer feedback channels, satisfaction programs, and third-party review platforms to support timely follow-up and accurate documentation. 


• Coordinate escalated customer concerns by working with internal teams and external partners to determine appropriate next steps and resolution pathways. 


• Analyze customer feedback, trends, ratings, and sentiment to identify service gaps, recurring issues, and opportunities to improve the customer experience. 


•  Maintain accurate records of customer interactions, concerns, resolutions, and insights while handling sensitive information with professionalism and discretion. 


• Support customer experience initiatives, onboarding and training activities, and process improvements related to customer communication and service delivery. 

What We’re Looking For 

You bring related post-secondary education and ideally 2–5 years of experience in customer experience, customer service, sales, homebuilding, or a related customer-facing role. You are a confident communicator with strong conflict resolution, negotiation, problem-solving, organization, prioritization, and analytical skills. You are comfortable using customer experience platforms, CRM tools, email, social media, internet resources, and other role-related applications. Familiarity with AVID, Google reviews, BBB matters, or similar third-party feedback platforms would be considered an asset. 

This role is best suited to someone who is empathetic, patient, detail-oriented, and professional under pressure, with the ability to communicate clearly with customers, vendors, supervisors, and internal stakeholders. Multilingual communication skills are considered an asset. 

Working Conditions 

This position is primarily office-based in Calgary, with regular travel to Excel Homes communities. Occasional evening or weekend availability may be required to support urgent customer matters. 

If you are looking for an opportunity where your customer focus, communication skills, and problem-solving abilities can make a real impact, we would love to hear from you.  

We would like to thank all applicants for their interest in Excel Homes, however, only those who qualify for an interview will be contacted.