Empire Communities

Customer Service - Manager, Customer Service - LR (BB-AE137)

Found in: Talent CA

Position Overview:The Customer Service Manager is responsible for managing the day-to-day operations of warranty service and homeowner requests as part of achieving customer satisfaction. Oversee the Customer Service Representatives in a low rise residential community. Provides guidance and support to field Customer Service team and oversees coordinated service repair work on homes in conjunction with construction, based on pre-occupancy and after sales service. Resolve escalated purchaser issues form pre-delivery presentations with home purchasers in compliance with the Tarion new home warranty program and Ontario Building Code. Clearly reports and communicates field conditions to management and department heads. Staffs and trains Customer Service Associates to control filed sites. Communicates with the Departments to ensure policies and procedures are followed. Reviews, changes and enhances established policies and procedures to improve current. Key Functions & Duties Responsibilities of this position include, but are not limited to: Prepare monthly Customer Service Report with respect to communities. Responsible for Interviewing, hiring, and training new Customer Service Associates; and provide ongoing training for existing Customer Service staff Collect, review, schedule and complete warranty service Supervise, manage and motivate Customer Care Associates Prepare Customer Care Managers' Personal Action Forms Conduct Customer Care Associates Evaluations annually Review and route Accident and Incident Reports re: Customer Care Team - as needed Organize manpower to cover employee absences on specific projects - as needed Prepare disciplinary correspondence for Associates for review by Director - as needed Provide status/concern updates to management Enforce company policy and procedures with Customer Care Team Manage and maintain the Emergency service program Manage the warranty service program and conciliation according to set objectives for service repairs and warranty items identified form Pre-delivery, 30 Day and Year-end inspections, obtaining Homeowner acknowledgement for work completion Review work schedules completed by service team and provide customer care coordinators with trade partner contacts to complete warranty work Inspect work completed by service team based on agreed upon schedule and provide ongoing guidance and technical support Monitor, order and replenish service repair materials Oversee the assignment of warranty service requests to customer service representatives and work order issuance to trade partners on service repair work Management documentation of purchaser requests and deficiencies Complete any and all documentation in an efficient manner Liaison with on-site Customer Service, Customer Care Coordinators, Head Office Customer Care team and construction to effectively and positively communicate and report progress and trade intervention as required Prepare and provide weekly summary reports and aging reports on work order completions and pre-delivery inspection status reports Attend bi weekly service meetings for resolution and actionable outcomes of service or warranty items Manage any outstanding or backlog of service work completion Develop and document procedures for Warranty Service work Oversee the coordination of new home presentations according to construction schedule Assist and/or participate in conciliations for identified warranty items Support Customer Service team for each community based on the construction cycle, occupancy dates and business needs Attend Tarion Seminars and attend home purchaser functions as required Comply with legal, legislative and corporate safety requirements Skills and Qualifications: 3+ years of previous experience in a new home warranty management position Knowledgeable with Tarion warranty program and Ontario Building Code Preferred Specifications: Demonstrated leadership ability Proven ability to deliver exceptional customer service Ability to work well individually and in a team setting, demonstrating professionalism Must have previous experience in the volume/production home construction service industry Budget preparation, administration and variance reporting experience Demonstrated computer literacy Ability to interface with "aggressive" homeowners Diplomacy with Business Partner Associates and homeowner Knowledge of Tarion (new home warranty act) and OBC Knowledge of construction processes Strong communication skills, internal and external - written and verbal Demonstrated ability to manage conflict and convey solutions for problem resolution Requires daily travel from community to community Valid driver’s license, must provide a clean driver abstract as daily travel is required.

calendar_today11 hours ago


location_on Brantford, Canada

work Empire Communities

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