POSITION SUMMARY

The Customer Care 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 DeSantis and Tarion standards. S/he efficiently manages the administrative closing and service details, ensures the Customer Care Technicians addresses all the deficiencies from the PDI inspection, and ensures the trades are conducting repairs and addressing all outstanding issues. S/he manages all Homeowner disputes, to avoid conciliations, and participates in conciliation investigations. They will also ensure that the Service team is providing the highest level of customer satisfaction, customer loyalty, and favourable survey results. As one of the last departments in the homebuilding process, the Customer Care Manager identifies issues to improve the Service Department’s performance, as well as providing feedback to the Director of Construction, to develop systems for overall improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other duties may be assigned as required)

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 DeSantis 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 minimise 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
• Experience with Low-Mid rise projects
• Thorough understanding of Tarion Warranty Program
• Thorough understanding of Ontario Building Code
• MS Office, Builder Lynx