Customer Service Manager
1 month ago
Job Summary:
The Customer Care Manager is a key role in ensuring the highest level of customer satisfaction in the final stages of the homebuilding process. This position involves leading a high-performance post-construction team, overseeing administrative aspects of closings, and addressing service issues to prevent escalations and conciliations.
Key Responsibilities:
- Lead the department to minimize and prevent Tarion intervention
- Meet with homeowners to resolve complaints and prevent conciliation requests
- Investigate homeowner complaints during conciliation requests and provide updates to senior management
- Attend conciliations or tribunal hearings as a company representative, when required
- Ensure all warrantable repairs are completed within specified timeframes, adhering to Tarion Conciliation Report findings
- Ensure trades, rather than service technicians, complete warranty work
- Resolve service/trade disputes and conduct service meetings with challenging trades, involving senior management as needed
- Ensure warranty documents are delivered and reviewed with homeowners upon closing
- Educate homeowners on PDI, closing, follow-up, and warranty processes through seminars and personal interactions
- Schedule and conduct PDIs as required
Requirements:
- Minimum 3 years of experience in a similar role
- Experience with low-to-high-rise projects
- Thorough understanding of the Tarion Warranty Program and Ontario Building Code
- Proficient in MS Office and Builder Lynx
Compensation: $100K-$110K + Package
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