Customer Experience Manager

3 weeks ago

Grimsby, Ontario, Canada TalentSphere Staffing Solutions Full time

**Job Summary**

The Customer Care Manager plays a pivotal role in ensuring the homeowner receives a quality finished product that meets both company and Tarion standards. This position involves overseeing the administrative aspects of closings and addressing service issues, ensuring all deficiencies identified during the PDI inspection are resolved, and trades are completing necessary repairs.

**Key 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 the specified timeframes, adhering to the findings of the Tarion Conciliation Report
  • Ensure trades, rather than service technicians, are completing 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 the PDI, closing, follow-up, and warranty processes through seminars and personal interactions
  • Schedule and conduct PDIs as required

**Requirements**

  • Minimum of 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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