Service Manager

3 weeks ago

Kingston, Canada CaraCo Group of Companies Full time

**Purpose**
- Provide front line representation on behalf of CaraCo to new home purchasers.
- Manage all correspondence with customers related to sales and service inquires.
- Establish a positive relationship with CaraCo customers and overseeing the customer service department.
- Ensure CaraCo delivers the highest level of customer service.

**Key Responsibilities**
- Maintain communication with customers at regular intervals throughout the new home purchasing process from the point of sale to the completion of warranty coverage.
- Attend pre-delivery inspection walk through with customers to orientate them to their new homes, explain mechanical features of their new home and identify any deficiencies.
- Investigate customers’ problems that cannot be resolved by the customer service representative and find solutions.
- Ensure completion of work orders received from customers directly or from Tarion Warranty program.
- Identify ongoing service issues and liaise with Construction Manager to reduce future occurrences.
- Work with senior management on customer service initiatives.
- Keep abreast of CaraCo construction/repair policies as well as Tarion warranty requirements.
- Work with and schedule all CaraCo subtrades, as required.

**Warranty Management**:

- Coordinate all after sale service including manufacturer's warranties.
- Coordinate labour to perform service to new homes under CaraCo warranty.
- Coordinate ordering and purchasing of required materials to complete service to new homes under CaraCo warranty.

**Employee Management**
- Recruit, select and evaluate customer service provided by staff.
- Supervise the activities of staff reporting to this position.
- Motivate and guide staff through feedback, direction, and support.
- Resolve disputes with mínimal need for escalation.

**Skills**
- Sound theoretical and practical knowledge of building mechanical and structural systems, associated trade practices and a knowledge of current materials.
- Proven ability to be client service oriented.
- Ability to understand and interpret technical drawings and specifications.
- Current knowledge of the Occupational Health and Safety Act, Ontario Building Code, Ontario Fire Code, Tarion Warranty, HCRA enrollments and the ability to interpret trade codes.
- Strong verbal and written communication skills

**Education and Experience**
- Minimum three years’ related experience in a similar role.
- Minimum two years’ related experience in construction/carpentry role.
- Minimum high school diploma or equivalent.
- Strong knowledge of construction processes and repair methods

**Job Types**: Full-time, Permanent

**Salary**: $55,000.00-$65,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Kingston, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you legally authorized to work in Canada?

Work Location: In person

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