CUSTOMER CARE MANAGER

OCTOBER 26 2021

Customer Care Manager
DeSantis Homes is a family-owned company over half a century old. Today the Company is one of the larger privately owned construction companies in the Niagara & Hamilton regions. DeSantis Homes accomplishments include detached, semi-detached and town homes along with low to mid-rise mixed-use projects to name a few.

Due to our ongoing rapid growth, DeSantis Homes is currently seeking a Customer Care Manager to join our team. The Customer Care Manager is a highly skilled and personable individual with strong work ethics that can meet tight timelines and interact with homeowners, service technicians and trades. The main objective of this role is to deliver exceptional quality homes and strive to meet and exceed customer expectations.

Duties and responsibilities include but are not limited to the following:
• Provide guidance and support to Customer Care Supervisor and field Customer Care team
• 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 Customer Care Supervisor, 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

Key Competencies
• Ability to multi-task and complete work on time under pressure
•Excellent communication and relationship building skills
• Proficient with MS Office applications, DropBox • Adaptable in using new computer systems (ProCore/BuilderLynx) • Strong communication (both written and oral) and relationship building skills • Understanding the need for professionalism with trades, consultant’s and other client groups.

Qualifications
• Minimum completion of high school
• Minimum 3 years of experience in Customer Care and new builds or similar role
• Thorough understanding of Tarion Warranty Program
• Thorough understanding of Ontario Building Code
•Proven ability to work well under pressure, particularly when faced with unexpected occurrences
or delays.
• Able to work independently and as part of a team • Excellent organizational skills
• Valid Class G driver’s license with the ability to travel as required to various job sites

DeSantis Homes offers a competitive compensation package and the opportunity to work for an award winning and growing industry leader with over 50 years of community building experience.

To be eligible for the opportunity, interested candidates can apply directly via our website or send their cover letter and resume along with salary expectations to: jobs@desantishomes.com.