Customer Care Manager

6 months ago

Ottawa, Canada HN Homes Full time

Manager, Customer Care - Job Description

**Purpose**:
The Manager, Customer Care role is responsible to oversee the entire warranty process. They provide oversight to our Customer Care Coordinators, Technicians, and Inspectors. In this role, they will be responsible to provide management, planning and tactical execution of all aspect of service and warranty across all our building locations working within the larger construction management team.

**Responsibilities**:

- Oversee Customer Care Department through a proactive approach to managing the goals, requirements, people and resources. Be involved in planning overall structure and processes to achieve objectives, including implementing new departmental direction.
- Manage the team members within the Customer Care department including: monitoring performance, addressing challenges and providing support, conducting performance reviews, mentoring, and training and interviewing of potential new hires.
- Regular visits to sites to meet with other team members. Attend meetings with homeowners and/or subtrades on an as-needed basis.
- Monitor progress using reports - review and assess findings to create, communicate and execute solutions.
- Oversee special projects.
- Manage “On-Call” schedule/requirements.
- Handle escalated warranty cases, working closely with homeowners to address their concerns and find mutually beneficial solutions. Assist in preparation for and attend conciliations.
- Seek guidance and discuss resolution of items with management and other internal resources, trade partners and industry professionals as needed.
- Keep informed of the changes to Tarion requirements and processes.
- Review Tarion warranty claims, assess eligibility according to the Tarion Construction

Performance Guidelines, and determine appropriate course of action, including repairs, replacements and/or reimbursements.
- Quality control, checking on and ensuring compliance to applicable requirements.

**Qualifications, Knowledge and Abilities**
- Minimum ten years experience in low-rise residential construction at an Intermediate to Senior level
- College diploma in Construction Management or similar preferred.
- Strong knowledge of TARION warranty program (i.e.., procedures, key dates).
- High degree of proficiency using Microsoft Office 365 (Outlook, Excel, Word & SharePoint).
- Knowledge of Newstar Enterprises (including informXL) will be considered an asset.
- Excellent oral and written communication skills.
- Strong managerial and organizational skills with an above average ability to plan and prioritize the current and forecasted workload as well as the resources required.
- Ability to maintain confidentiality with a professional business manner.
- Strong interpersonal skills with the ability to function and thrive in a team-oriented environment collaborating effectively with others.
- Personable, professional, proactive, and detail-oriented.
- Vehicle and valid driver’s licence required.
- We thank all interested applicants, however, only those under consideration will be contacted.

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

**Benefits**:

- Dental care
- Vision care
- Extended health care
- On-site parking
- Paid time off
- Christmas shutdown
- Vehicle allowance

Schedule:

- Monday to Friday 7 am - 4 pm

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

**Benefits**:

- Automobile allowance
- Dental care
- Extended health care
- Vision care

Schedule:

- Monday to Friday

Work Location: In person

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