Our client is looking for an experienced Customer Care Manager based in downtown Toronto office. This position is responsible for the day-to-day operations of all Customer Care activities to ensure that the company delivers best-in-class customer service and ensure all Tarion warranty service and commitments are achieved. Responsibilities
- Respond to and provide immediate resolution to purchaser’s concerns.
- Prepare, manage and deliver all daily, weekly and monthly reporting to Senior managers as needed on customer care KPI’s and metrics and deficiency tracking.
- Manage the Quality Control Inspection (QCI), Pre-Delivery Inspection (PDI) processes, deficiencies & warranty and final closing.
- Collect, review, and schedule 30-day and Year-End Warranty Service requests and oversee the timely completion of all deficiencies.
- Ensure third party trades and service staff track and monitor deficiencies through the system and issue weekly reporting.
- Review repairs completed by service personnel and trades to inspect quality of work and ensure all deficiencies are corrected and are up to the high standards of the company.
- Maintain and track customer communication through CRM and monitor the completion of all required service administration records and manage all Tarion Warranty enrolment documentation.
- Remain current and informed on Tarion Guidelines and attend Tarion Builder Update meetings.
- Attend weekly construction meetings to uphold service standard with third party trades, and construction team.
- Oversee project performance (technical) audit, liaise with condominiums board, property management and construction team as required in the resolution of technical audit matters requiring involvement of consultants and/ or trades.
- Respond to and provide immediate resolution to deficiencies, including mediation, arbitration, conciliation inspections, and reports.
- Ensure building contracts are approved and executed, and resources are in place for property management staff ahead of building occupancies.
- Communicate with purchasers regarding construction progress, PDI and Tarion Warranty service.
- Other duties include supporting the Finance, Design, Construction, Sales & Marketing and senior Management team as needed. Required Skills
- Must have a bachelor’s degree in Business, with focus on customer service, project management, or equivalent with high achievement.
- Minimum 5 years of experience working in Customer Care, Quality Control, Construction, or similar industry.
- Have extensive knowledge of Tarion Warranty Corporation procedures and process.
- Ability to create, update and track schedules on daily/weekly/monthly basis.
- Ability to work well under stressful situations and pressure.
- Excellent written and communication skills.
- Proficiency with Microsoft Office Suite and other software technology as needed.