Customer Experience Manager

1 week ago


Grimsby, Ontario, Canada TalentSphere Staffing Solutions Full time

At TalentSphere Staffing Solutions, we are seeking a dedicated and results-driven Customer Care Manager to lead our post-construction team in delivering exceptional customer experiences.

The successful candidate will oversee the administrative aspects of closings, addressing service issues, and ensuring all deficiencies identified during the PDI inspection are resolved. This role involves handling homeowner concerns to prevent escalations and conciliations, participating in conciliation investigations when necessary.

This key figure in the final stages of the homebuilding process will ensure the service team consistently delivers high levels of customer satisfaction, contributing to improved survey results and fostering homeowner loyalty.

Essential Duties and Responsibilities
  • Lead the department with the goal of minimizing and preventing 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.

We offer a competitive salary range of $100,000-$110,000 plus benefits package for this rewarding opportunity.



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