Customer Care Manager

Stoney Creek, ON 2019/11/28

Construction / Buildings & Structures / Site Superintendent

Job Title:

Customer Care Manager

Job Summary:

Our client, located in Stoney Creek, Ontario, is looking for a Customer Care Manager to join their rapidly growing team! This individual would be leading and managing a superior post-construction team.
This individual would be responsible for delivering a quality finished home to the Homeowner's satisfaction and in accordance to company and Tarion standards, and efficiently managing the administrative closing and service details, ensuring the Service Technicians addresses all the deficiencies from the PDI inspection, and ensuring the trades are conducting repairs and addressing all outstanding issues.

Job Duties:

• Manage department to minimise 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 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


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

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