Director of Customer Care

2 weeks ago

Toronto, Ontario, Canada MHB Group Full time

Our client, a prominent real estate developer in downtown Toronto, is seeking a Director of Customer Service to lead and elevate their customer experience division. This company is known for its innovative residential communities, and they need a dynamic leader to ensure homeowners receive exceptional service from the moment of purchase through post-occupancy.

The Role:

As the Director of Customer Service, you will play a critical role in building and managing a customer-focused team while developing processes and procedures that align with industry standards, including the TARION Warranty Program and the Pre-Delivery Inspection (PDI) process. You'll collaborate across departments to ensure a seamless transition from development to occupancy, with a focus on enhancing the overall customer experience.

Key Responsibilities:

  • Lead the customer service team and set high standards for performance.
  • Oversee the customer journey from purchase to post-occupancy, addressing escalated issues and improving customer satisfaction.
  • Develop and implement customer service processes and ensure TARION and PDI compliance.
  • Work cross-functionally with sales, operations, and construction teams to support a smooth homeowner transition.
  • Identify opportunities for continuous improvement in service delivery and implement best practices.
  • Report on key metrics related to customer satisfaction and service quality.

What You Bring:

  • Proven leadership experience in customer service, ideally in the residential real estate sector.
  • Strong understanding of TARION Warranty and PDI processes.
  • Ability to set up teams, processes, and procedures from scratch.
  • Exceptional communication, problem-solving, and leadership skills.
  • A data-driven, improvement-focused mindset.

Why This Opportunity?

  • Join a leading company that is committed to building vibrant communities.
  • Competitive compensation and benefits.
  • The chance to shape and lead a key department within the organization.
  • Work in a collaborative and supportive environment in downtown Toronto.

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