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Customer Care Team Lead

4 weeks ago

Toronto, Canada Menkes Developments Ltd. Full time

**Overview**:
We are seeking a dedicated Customer Service Team Lead to join our dynamic team. The primary purpose of the role is to act as the lead representative of the on-site Customer Care Team providing technical support to both Team members and responding to purchasers in accordance with the Company’s standards of customer service.

**Responsibilities**:

- Coach and provide support to Customer Care Representatives for Tarion inspections.
- Oversee QA/PDI calendar and scheduling.
- Respond to questions and requests from purchasers, 1st escalation point for Customer Care Representatives.
- Responsible for on-site office set-up and ongoing presentation.
- Monitor and report trends and issues from inspections.
- Work in a collaborative manner with Construction and Property Management Teams in order to problem-solve and deliver optimal customer service
- Perform Quality Assurance, Pre-Delivery, Delivery, 30-day and Year-end Inspections in accordance with Company set procedures.
- Working in collaboration with the Warranty Service Manager, assist with scheduling trades and staff to ensure completion of warranty work within Tarion timelines.
- Monitor the progress of the completion of warranty items using JDE and liaises with sub-trades to ensure work meets quality standards and timelines.

**Requirements**:

- 5+ years of work experience in Residential Construction industry
- At least 3 years of hands-on work experience conducting residential warranty inspections
- Thorough knowledge of Tarion policies and regulations and customer service standards
- Ability to handle escalated issues methodically and professionally;
- Working knowledge of the JDE or other warranty software
- Post-secondary education or relevant work experience
- Strong aptitude for working with clients professionally
- Proficiency with MS Word, Excel and Outlook
- Ability to contribute in a fast-paced, deadline driven team atmosphere

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: In person

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