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    Customer Care Manager - Toronto, Canada - Newlands Group

    Newlands Group
    Newlands Group Toronto, Canada

    5 days ago

    Default job background
    Full time
    Description

    Job Summary: As the On-Site Customer Service Manager (Construction), you will be responsible for ensuring the highest level of customer satisfaction throughout the home finishing process and warranty period. You will serve as the primary point of contact for homeowners after occupancy/closing, addressing any concerns, questions, or issues promptly and effectively.

    Key Responsibilities:

    1. Customer Communication: Act as the main point of contact for homeowners after closing, addressing any inquiries or concerns promptly.
    2. Issue Resolution: Handle all customer service inquiries, complaints, and issues related to warranty deficiencies with professionalism and efficiency, ensuring timely resolution to maintain customer satisfaction, and escalating to head office as necessary.
    3. Quality Assurance: Conduct Quality Control and Pre-Delivery Inspections of homes under construction to ensure that work meets company standards and customer expectations. Coordinate with construction teams to address any quality issues identified.
    4. Documentation and Reporting: Maintain accurate records of all customer communications, service requests, and resolutions. Prepare detailed reports on warranty defects, service completions, and Tarion information.
    5. Staffing and Scheduling: Manage a team of on-site labourers/handymen, scheduling all appointments for in-home service repairs.

    Qualifications:

    • Proven experience in customer service or client-facing roles, within the construction or real estate industry.
    • Advanced knowledge of the Tarion warranty program and experience using the BuilderLink Portal.
    • Strong communication and interpersonal skills, with the ability to effectively communicate with diverse stakeholders, including homeowners, contractors, and internal teams.
    • Excellent problem-solving abilities and a proactive approach to addressing customer concerns.
    • Attention to detail and a commitment to maintaining high standards of quality and professionalism.
    • Ability to work independently and prioritize tasks in a fast-paced environment.
    • Knowledge of construction processes and terminology.
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