Customer Care Manager

2 weeks ago

Toronto, Canada TAS Full time

**Customer Care Manager**

Job Status: Full Time, Salaried
Reports To**:VP, Construction**

**SUMMARY**

We are looking for an experienced and reliable Customer Care Manager to work in conjunction with the project delivery, sales and property management teams in relation to the PDI, occupancy and audit phases of a project. This role will be responsible for maintaining all TAS customer care initiatives and will have multiple responsibilities relating to the onsite customer care as outlined below but are not limited to the duties outlined. The Customer Care Manager may have to perform any field (staff) duties on site if required.

**SKILLS AND COMPETENCIES**
- Post-secondary education in construction or other technical or analytical field
- Minimum 5 years of experience in the construction customer care
- Strong knowledge of high-rise construction processes, means and methods with superior scheduling and organizational skills
- Expert knowledge of the Tarion Warranty Program regarding building products, construction details and relevant rules, regulations, and quality standards
- Familiarity with construction management/ customer care software packages(such as Builderlinx, etc.)
- Excellent communication skills with ability to empathize when necessary
- Deep understanding of the post registration technical audit process
- Competent in conflict and crisis management
- Leadership and human resources management skills
- Attention to detail and ability to prioritize tasks
- Valid driver’s license and access to a vehicle

**RESPONSIBILITIES**
- Management of all customer care activities in our residential condo or rental development projects including management of Pre-PDIs, PDI, deficiency rectification and post occupancy audits
- Enforcing TAS Customer Care standards in relation to processes for consistency, including procedures for processing routine, emergency, and out-of-warranty items
- Training of new hires, placement, monitoring and evaluation of personnel
- Responsible for documenting in detail on all types of employee interaction
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Through a reporting system, monitor completion of payment task approvals, PDI and technical audit items, ensuring timely response by Customer Care personnel and or trades
- Comply with TAS reporting systems and procedures
- Manage and coordinate deficiency occurrence, type, and completion status of PDI and warranty items. Identify recurring issues, investigate and eliminate or reduce where possible
- Ensure interdepartmental coordination between development, construction, sales and property management as it relates to the PDI and deficiency management processes
- Responsible to schedule and coordinate recurring on-site meetings between customer care and construction teams
- Responsible for following up on client advocacy issues at the assigned projects, reporting to the VP Construction on plan of action and subsequent progress while ensuring effective and long-term problem resolutions
- Works continually towards self-development to stay current on customer care practices (Tarion) and the Construction Industry standards
- Deepen personal understanding of TAS’s strategy/culture, and help colleagues do the same on an ongoing basis
- Embody TAS’s Culture Code i.e. be a performance fanatic, innovative, an exceptional collaborator and committed to multipurpose impact

We offer a competitive compensation package including a best-in-class employee experience, recently enhanced group health benefits and wellness programs.

**ABOUT**

TAS is an unconventional impact company that leverages its real estate platform as a tool to drive profit and purpose. TAS is an industry leader in impact investing, development and management with an active pipeline and portfolio totaling 7 million square feet across 22 properties throughout the Greater Toronto and Hamilton Area.

TAS focuses on increasing affordability, tackling climate change and building social capital to create neighbourhoods - and ultimately cities - where people can thrive and belong.

**Salary**: $38,955.74-$86,152.20 per year

**Benefits**:

- Company events
- Extended health care
- On-site gym
- Paid time off
- Wellness program
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: Hybrid remote in Toronto, ON

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