Customer Service Manager

7 days ago

Orillia, Canada Mancini Homes Ltd. Full time

The Customer Service Manager & Administrative Support is responsible for managing customer service operations related to new home construction and providing administrative support to senior management. This role ensures seamless communication with homeowners, coordinates warranty claims, resolves service issues, and assists with administrative tasks for the executive team.

**Key Responsibilities**:

- **Customer Service Manager**:_
- Conduct Completion Assessments, documenting findings and taking photos for warranty records.
- Coordinate and perform Pre-Delivery Inspections (PDIs) with homeowners, addressing concerns and ensuring thorough walkthroughs.
- Review and process warranty claims (30-Day, 1-Year, 2-Year, and MSD Tarion forms) and coordinate necessary repairs for deficiencies.
- Communicate with homeowners to assess deficiencies, explain warranty coverage, and resolve conciliation items.
- Create and manage Work Orders, ensuring timely completion of repairs and necessary sign-offs.
- Coordinate with the service team and contractors to address repairs and deficiencies.
- Interface with Tarion Warranty Program (BuilderLink) to ensure compliance with Tarion’s Performance Guidelines (TPG).
- Upload required documentation (sign-offs, inspection reports) to BuilderLink for record-keeping.
- Handle customer inquiries, providing responsive and professional service to homeowners.
- Proactively resolve open service issues and escalate as needed.
- Greet and assist customers, ensuring a welcoming and professional environment.
- **Administrative Support to Executive Office**:_
- Provide general administrative support to senior management, including organizing tasks and tracking.
- Maintain accurate records of service-related tasks and homeowner communications.
- Handle confidential documents and manage filing for the executive team.
- Undertake additional tasks as needed, including urgent requests or special projects.
- **Key Competencies**:_
- Proven experience in residential construction or homebuilding, with knowledge of warranty management.
- Familiarity with Tarion’s Performance Guidelines and warranty claim processes.
- Proficiency in Microsoft Office Suite and relevant software tools (e.g., BuilderLink).
- Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.
- Excellent communication skills (verbal and written) for interacting with homeowners, contractors, and senior management.
- Professional demeanor and the ability to maintain confidentiality.
- Ability to multitask, balancing customer service and administrative responsibilities while maintaining organization.

**Job Type**: Part-time

Pay: From $25.00 per hour

Expected hours: 20 per week

Work Location: In person

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