CUSTOMER CARE MANAGER

CUSTOMER CARE MANAGER

Our client is a very Prestigious Real Estate Developer in the Downtown core. We are conducting a search for a Customer Care Manager to oversee the warranty and after-sale function for the firm.

GENERAL OVERVIEW

1. Facilitating residential occupancies for luxury condominium developments in Toronto.
2. Managing customer service, Pre-Delivery Inspections (“PDI”) and post-construction staff.
3. Coordinating amendments to Agreements of Purchase and Sale with Purchasers, consultants and Senior Management.
4. Manage post-purchase issues with Purchasers.
5. Liaising with lawyers regarding disputes, preparation of draft defense statements & relevant file history & documentation submitted to lawyer; attendance as company representative at Tarion License Appeal Tribunals.
6. Reviewing Project Condominium Documents with lawyers and Development Team to ensure accuracy for revised final editions.
7. Managing customer information management software for deficiency & warranty tracking and reporting.
8. Participation in marketing efforts; offering feedback on initiatives, collaborating with other team members on developing content and copy, company e-blasts & other communications.

WORKING WITH HOME PURCHASERS

1. Ensuring that the Purchaser’s experience is positive and that Purchasers are kept up to date on the status of their purchase/occupancy.
2. Responding to all questions and concerns from time of purchase.
3. Providing a breakdown of the step-by-step process from the point of purchase through to final closing and educating the Purchaser on their responsibilities for interim and final closings; providing pertinent information regarding PDI’s, interim obligations (lawyer, cheques, documents), move ins, deficiencies & warranty, and final closing.
4. Coordinating PDI and interim closing schedules with homeowners.
5. Notifying Purchasers of delays to PDI and/or occupancy dates and managing Purchaser expectations.

TARION

1. Liaising with Tarion representatives regarding Delayed Claims, Warranty Assessments and other issues; maintaining an excellent working relationship with Tarion Builder Relations Department and Field Representatives.
2. Ensuring compliance with Tarion Warranty rules & regulations.
3. Ensuring deficiency completion occurs within required deadlines.
4. Reviewing & processing Delayed Occupancy Claim forms to ensure only legitimate claims are paid.
5. Ensuring Tarion forms are correctly filled out and submitted within deadlines.

MARKETING

1. Creation of homeowner manuals, letters, information packages.

LEGAL

1. Reviewing Purchaser files and sales reports to reconcile information used for occupancies and closings then compiling it into comprehensive reports for legal and customer service teams.
2. Collecting homeowner solicitor information and distributing to legal team in preparation for closing.
3. Creating and maintaining up to date closing date schedule.
4. Issuing legal occupancy date, closing date, and delay notices in accordance with the timelines specified in Agreement of Purchase & Sale (and the Condominium Act, and Tarion Warranty Corporation regulations) and distributing to legal team for their records.
5. Reviewing Condominium Documents with lawyers to ensure accuracy of revised edition.
6. Coordinating with legal team to ensure a seamless turnover of homeowner suite keys and closing package.
7. Meeting with Construction Management Team to ensure units are ready for PDI & occupancy, monitoring their progress and pushing them to complete units to the highest degree possible within the required timelines.
8. Ensuring that unit turnover for PDI & occupancy is to the company (and Tarion) standards.

DESIGN

1. Providing ongoing advice, support and issue resolution assistance to design consultants.
2. Collaborating to resolve issues with floor plans, unit configuration and upgrade deficiencies.
3. Proof-reading and drafting copy for Design Centre correspondence and marketing materials.

CONSTRUCTION

1. Establishing and maintaining up-to-date PDI and closing schedules for distribution to construction and customer service teams, maintaining up-to-date calendar and issuing revised lists as delays occur.

PROPERTY MANAGEMENT

1. Helping to ensure building contracts are approved and executed, and resources are in place (phone lines, furniture, etc.) for Property Management staff ahead of building occupancies.
2. Conducting pre-occupancy tours of the building to familiarize staff with the project ahead of occupancies.
3. Coordinating Canada Post Mail delivery and mailbox numbering and arranging for inspection and commencement of delivery.
4. Coordinating move-ins and key release to homeowners with property management team and concierge.
5. Providing up-to-date schedules and lists regarding interim and final closing dates, lockers & parking.
6. Collaborating with concierge and property manager to resolve homeowner concerns and issues.

STAFFING & SOFTWARE

1. Managing post-construction service team (including PDI Inspector, Customer Service Coordinator, Post-Construction Manager, key runners, handymen).
2. Ensuring customer service staff meet their responsibilities and respective job descriptions and are consistently working to improve the homeowner experience, and the move-in and warranty process follow-up.
3. Ensuring that customer service team operates in accordance with Company policy, Tarion guidelines and all required timelines.