Assistant Customer Care Manager

1 week ago

North York, Canada Lindvest Properties Limited Full time

**Company Overview**: Lindvest is a reputable residential home developer and builder committed to crafting quality homes in Ontario. With a focus on customer satisfaction, innovation, and sustainable practices, we take pride in creating communities that enrich the lives of our homeowners.

**Key Responsibilities**:
1)
- Oversee the entire warranty process, from customer claims initiation to resolution.
- Collaborate with various departments to address and resolve warranty-related issues promptly.
- Ensure compliance with Tarion regulations and guidelines.
- Review and approve purchase orders, back charges, cheque requisitions

2)
- Act as the primary liaison between our organization and Tarion, including portal access, review and reporting, attend conciliations, monitor results of MSD’s
- Stay informed about changes in Tarion policies and regulations, implementing necessary adjustments to company processes accordingly.
- Prepare and submit required documentation to Tarion in a timely manner.

3)
- Strong knowledge of Tarion Construction Performance Guidelines and Ontario Building Code.
- Conduct thorough inspections of residential properties to identify and assess warranty claims submitted by homeowners.
- Inspect various components of homes, including but not limited to structural elements, mechanical systems, plumbing, electrical, and finishes, to ensure compliance with quality standards and regulations.
- Document findings and provide detailed reports on the condition of inspected properties, outlining necessary actions for resolution.

4)
- Participates in escalated Warranty issues with the Homeowner
- Respond to customer inquiries and concerns regarding the warranty process with professionalism and empathy.
- Provide guidance to customers on the warranty coverage and claims submission procedures.

5)
- Conduct regular audits of warranty processes to identify areas for improvement and ensure compliance with company and Tarion standards.
- Reviews and analyses trends in defect resolution, service call efficiency, customer satisfaction reports while implementing action plans for improvement.
- Assist in managing all Customer Care Coordinators and Service Technicians and assist with quality control issues, closing homes and Homeowner issues.

6)
- Maintain accurate records of all warranty claims, resolutions, and communications.
- Generate regular reports for management to assess trends and make informed decisions.

7)
- Supervises, trains and monitors performance of direct reports
- Provide training to staff members on the warranty process and Tarion requirements.
- Stay updated on industry best practices and incorporate relevant training into the team's skill development.

**Qualifications**:

- Bachelor's degree in Business Administration, Construction Management, or a related field.
- Previous experience in customer care, preferably in the residential home construction industry.
- Familiarity with Tarion Home Warranty regulations and processes.
- Strong organizational, analytical, and problem-solving skills.
- Excellent communication and interpersonal skills.

Ability to work collaboratively in a fast-paced environment

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

**Benefits**:

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

Schedule:

- Monday to Friday

Work Location: In person

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