Customer Service Manager - Residential Developer


City: Stoney Creek , Ontario, Canada
Title: Customer Service Manager - Residential Developer
Category:
EmploymentType: Permanent
Description:
Location: Stoney Creek, ON
$80k to $90K + Benefits

The Customer Service Manager leads and manages a superior post-construction team. They are responsible for delivering a quality finished home to the Homeowner's satisfaction and in accordance to standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reporting to the Director of Construction, the Customer Care Manager in this position will involve (but is not limited to) carrying out the following tasks, and includes working with a team of trades and other technical professionals, to achieve this:

• Manage department to minimize and prevent Tarion intervention
• Meet with difficult homeowners to rectify their complaints to avoid requests for conciliation as required
• Meet with homeowners who have requested conciliation, investigate their complaints, and update the Director of Construction, GM, and President, with the findings
• Attend conciliations, or tribunal hearings as a Company representative, as required
• Comply with findings of the Tarion Conciliation Report and ensure repairs are completed within specified time frames
• Ensure all warrantable repairs are scheduled and completed to minimize repeat trade visits, and to address repairs within a timely manner
• Ensure that all warranty work is being conducted by the Trades and not Service Technicians
• Manage the resolution of Service / Trade disputes and conduct regular service meetings with difficult trades as required, notifying & inviting the Director of Construction and GM
• Ensure all warranty documents have been delivered and reviewed with the homeowner on closing
• Ensure homeowner understands the PDI, closing, follow up, and warranty process via an educational seminar and homeowner interactions
• Ensure PDI appointments are scheduled with homeowners and PDI staff
• Conduct PDI’s when required

REQUIRED SKILLS & QUALIFICATIONS:

• Minimum of 3 years experience in similar role
• Thorough understanding of Tarion Warranty Program
• Thorough understanding of Ontario Building Code
• MS Office, Builder Lynx

If interested, please forward updated resume at amit.nagpal@staffmax.com
Company:
Staffmax Staffing & Recruiting