Customer Care Manager

2 weeks ago

Vancouver, Canada PETERSON GROUP PROPERTI Full time

Peterson has an exciting opportunity for a **Customer Care Manager** to join the Construction team. Reporting to the VP, Construction, this position will be responsible for overseeing and managing the quality program for all pre-construction, completion and post-completion activities for Peterson-led construction projects with a goal of minimizing deficiencies ahead of customer hand over. The role will be the main point of contact to homeowners and strata councils to address and track deficiencies while coordinating repairs in line with warranty standards with third party deficiency completion teams.

**Key responsibilities**

**Pre-Completion**
- Supporting the Vice President, Construction as the designated lead to maintain accountability by the General Contractor to complete the work at a level consistent with the Peterson brand expectations;
- Developing a deficiency completion and quality control system in concert with the General Contractor to manage residential suite completion and lock-off prior to purchaser orientation; and
- Collaborating with design consultants, engineers and general contractors to ensure the quality expectations consistent with the Peterson brand are clear and captured in the contract documents.

**At Completion**
- Scheduling and invitations including booking confirmations and contacting absentee customers;
- Familiarizing customers on the software and access control portals including keys and fobs;
- Ensuring all warranty and maintenance materials are uploaded onto the customer portal, working in conjunction with the internal construction and marketing teams; and
- Managing site coordination with external and internal teams such as maintenance, dependent on the project needs.

**Post Completion**
- Liaising with and receiving homeowners warranty repair requests;
- Logging and tracking customer complaints regarding defects and identifying warrantable items;
- Engaging warranty items with third party deficiency completion teams for immediate completion of repairs; and
- Monitoring and ensuring the resolution of reported issues with the agreed timescales and warranty periods.

**What you bring**

5+ years’ experience in a customer service or sales role, particularly in the construction or property development industry;
- Completion of a diploma in Construction, Engineering, Architecture or a similar field an asset;
- Proficiency in construction management software and project management tools such as Primavera, Procore, MS Project, Blue Beam is an asset;
- Experience with residential construction in the field is an asset;
- Experience dealing with strata corporations and understanding strata rules and regulations;
- Understanding of the construction completion process, construction documentation and contracting is preferred;
- Strong leadership and organizational skills;
- Ability to develop a positive relationship with a network of key stakeholders including contractors, consultants, engineers and subtrades, to achieve business objectives;
- Strong communication, interpersonal, and business development skills;

**Salary Range**:$85,000 - $100,000 per annum based on experience

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