Customer Care Manager

Toronto, Canada Full time

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.