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Customer Service Manager

2 weeks ago

Greater Toronto Area, Canada Countrywide Homes Full time

**Customer Service Manager**

CountryWide is a privately owned real estate development company based in Vaughan, Ontario, affiliated with the Con-Drain Group of Companies. CountryWide is dedicated to building premium homes and master planned communities. With over 42 communities built or under construction, Countywide is always looking to add new, innovative and sustainable designs to our portfolio and continue to build trust with prospective customers and homeowners.

The Customer Service Manager will manage and oversee our internal and external customer service team that delivers front line support to our customers, helping to address a wide variety of issues such as Tarion and PDI inspections, trades and service appointments and operational service requests.

**KEY RESPONSIBILITIES**
- Manage Tarion Portal for any Conciliations/charges administered and coordinate/liase for corrective action in order to clear up any deficiencies in a timely manner
- Determine if corrective work order is needed
- Communicate work needed to warranty technicians as well as sub trades and/or internal parties
- Participate in root-cause analysis
- Schedule and manage Service Technician/Trade work in order to complete all deficiencies outstanding per warrantable items
- Manage trades to completion of service requests to customers satisfaction
- Coordinate service related tasks as requested (adjustments and repairs)
- Establish and maintain positive customer relationships, internally and externally
- Determine trade accountability for back charges and PO’s
- Authorize work performed up to approval limits, with signoff by Executives
- Track the completion of deficiencies and produce necessary reports
- Review and maintain service correspondence between builder, purchaser and Tarion
- Create service reports for ownership, senior staff & sub contractors
- Analyze deficiency reports and schedule service crews to meet builder’s deadlines and purchasers expectations
- Communicate with sales, construction and Tarion to ensure continuity of warrantable items
- Train, monitor and support office staff ensuring individuals are able to perform assigned duties and responsibilities
- Conduct bi-weekly status meetings with the team
- Such other duties and tasks that may be assigned to you by your Manager and superiors from time to time

**EXPERIENCE & QUALIFICATIONS**
- Bachelor’s Degree in Business Administration or a related administrative or managerial field
- At least 10 years of experience working in the field of customer service for a low rise builder and 3 years of experience in a managerial position is strongly preferred
- Experience in the low rise home building industry is essential
- Knowledge of Tarion rules and procedures as well as Tarion builder guidelines
- Ability to train and mentor a customer service team
- Effective listening skills, and patience and tolerance when dealing with difficult customers
- Excellent written and verbal communication skills
- Fast response time
- Problem-solving and decision-making skills
- Knowledge about the processes involved in resolving product or service related issues when highlighted by a customer
- Proficiency with Newstar software is considered an asset.

CountryWide Homes offers attractive pay, great corporate culture, and employee benefits. Benefits include extended medical, dental, and vision care, pension after one year, and a pooled benefits program (LTD, STD, AD&D, and life insurance).

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday
- On call

**Experience**:

- customer service for a low rise builder: 10 years (preferred)
- low rise builder: 3 years (preferred)
- Tarion builder guidelines and rules: 3 years (preferred)
- Team management: 3 years (preferred)

Licence/Certification:

- Class G Licence (preferred)

Work Location: On the road