Customer Care Manager

POSITION SUMMARY

The Customer Care Manager is responsible for leading and managing a high-performance post-construction team, ensuring the homeowner receives a quality finished product that meets both company and Tarion standards. This role involves overseeing the administrative aspects of closings and addressing service issues, ensuring all deficiencies identified during the PDI inspection are resolved, and trades are completing necessary repairs. The Customer Care Manager will also handle homeowner concerns to prevent escalations and conciliations, participating in conciliation investigations when necessary. The successful candidate will ensure the service team consistently delivers the highest level of customer satisfaction, contributing to improved survey results and fostering homeowner loyalty. As a key figure in the final stages of the homebuilding process, this role involves identifying areas for improvement and providing feedback to the Director of Construction for overall departmental development.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Additional duties may be assigned as needed)

Reporting to the Director of Construction, the Customer Care Manager will collaborate with trades and technical professionals to execute the following tasks:

• Lead the department with the goal of minimizing and preventing Tarion intervention
• Meet with homeowners to resolve complaints and prevent conciliation requests
• Investigate homeowner complaints during conciliation requests and provide updates to senior management
• Attend conciliations or tribunal hearings as a company representative, when required
• Ensure all warrantable repairs are completed within the specified timeframes, adhering to the findings of the Tarion Conciliation Report
• Ensure trades, rather than service technicians, are completing warranty work
• Resolve service/trade disputes and conduct service meetings with challenging trades, involving senior management as needed
• Ensure warranty documents are delivered and reviewed with homeowners upon closing
• Educate homeowners on the PDI, closing, follow-up, and warranty processes through seminars and personal interactions
• Schedule and conduct PDIs as required

REQUIRED SKILLS & QUALIFICATIONS:

• Minimum of 3 years of experience in a similar role
• Experience with low-to-high-rise projects
• Thorough understanding of the Tarion Warranty Program and Ontario Building Code
• Proficient in MS Office and Builder Lynx