Customer Service Manager

1 month ago


Grimsby, Ontario, Canada TalentSphere Staffing Solutions Full time
Customer Care Manager

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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