Customer Care Manager

**Title**:Customer Care Manager

**Department**: Customer Care

**Reports to**: Director, Customer Experience

**Our History**:
The Madison Group is a widely diversified real estate and land development company with extensive experience in building master
- planned communities, low-rise and high-rise residential projects and also operates a substantial portfolio of retail, commercial and industrial projects.

For over 55 years, Madison Group has built its foundation on integrity and innovation and our commitment to our customers is our foremost priority. Madison Group focuses on creating quality homes & residences in desirable areas firmly rooted in a sense of community. Our reputation is defined by the talent, dedication, and passion of our team. For further information, please refer to Madison Homes’ website at MadisonGroup.ca

**The Role**:
We are looking for an experienced and reliable Customer Care Manager to work in conjunction with Project Management, Construction, Sales and Property Management across all Madison Group Communities in relation to the PDI, Occupancy and Audit Phases of a community. This role will be responsible for maintaining all Madison Group Customer Care Initiatives and will have multiple responsibilities relating to the onsite Madison Group Customer Care as outlined below but are not limited to the duties outlined. The Customer Care Manager may have to perform any field (staff) duties on site if required.

As the Customer Care Manager, your primary responsibilities will include:

- Enforcing the Madison Group Customer Care standards in relation to processes for consistency, including procedures for processing routine, emergency, and out-of-warranty items.
- Training of new hires, placement, monitoring and evaluation of personnel
- Responsible for documenting in detail on all types of employee interaction. Outstanding performance and non-performance must be prepared and forwarded to the Director of Customer Experience
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Through reporting system, monitor completion of Payment Task Approvals, PDI and Technical Audit items, ensuring timely response by Customer Care Personnel and or Trades
- Assist Director through reporting system, measure the number, type, and completion status of PDI and warranty items. Identify recurring items, investigate and eliminate or reduce where possible.
- Ensure interdepartmental coordination between Project Management, Construction, and Property Management.
- Responsible to schedule and coordinate re-occurring on site meetings between Customer Care and Construction.
- Responsible for following up on client advocacy issues at the assigned projects, reporting to the Director on plan of action and subsequent progress while ensuring effective and long-term problem resolutions.
- Works continually towards self-development to stay current on Customer Care practices (Tarion) and the Construction Industry standard

**Required Skills and Qualifications**:

- Proven management experience in Construction Customer Care Field
- Strong knowledge of High-Rise and Low-Rise construction processes means and methods.
- Expert knowledge of Tarion Warranty Program regarding building products, construction details and relevant rules, regulations, and quality standards
- Familiarity with construction management software packages
- Competent in conflict and crisis management
- Leadership and human resources management skills
- Valid Driver License and access to a vehicle

**Additional Information**:

- Schedule: Permanent, Full-Time (8:30am to 5:00pm)
- Location: Expectation to move from site to site with mínimal notice in accordance with company goals. Locations will encompass the entire Greater Toronto Area.

We are committed to providing accommodations for people with disabilities. Accommodations are available upon request to ensure that we meet your needs.