Customer Care Manager - Langley, Canada - Marcon

Marcon

Verified Company

Langley, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Many people (and a few pets) will spend their lives in a Marcon home, so we have to build it right, every time.

Marcon is an established and trusted name in the construction community. If a project needs building, we can do it. Low-rises, high-rises, townhomes, retail centres, industrial parks-we have built them all.

Over the last few years, we've been expanding into the real estate development space and managing our own projects from conception through to execution and completion.

None of this is possible without a hardworking team, working together, to make it all happen.

That's why we're looking for people who are eager to join an intelligent and motivated team to create something bigger than themselves, and build communities that will impact a neighbourhood in infinite ways.

The Role:

Customer Care Manager has leadership responsibility for achieving exceptional customer experience throughout the full life cycle of a project from development to post occupancy period.

Reporting into the VP, Operations, the Customer Care Manager will leverage excellent communication and people skills to develop successful relationships with internal and external partners to deliver industry leading high quality, cost effective and pro-active customer service.

Responsibilities:

Engage with various departmental leaders (development, sales and marketing, quality, and construction) to develop customer service plans and strategies
Plan and execute the preoccupancy, post occupancy walkthrough, and related occupancy processes
Participate in sales operations and construction planning to identify delivery needs for sold and unsold inventory
Participate in construction completion and occupancy plan processes to establish schedule for delivery and key handover
Follow up with construction and development stakeholders to ensure deficiencies are resolved as required
Conduct property manager handover and orientation
Ensure Key Handover appointments and moveins are coordinated and all associated documents are filed
Manage complex customer requests, provide problem solving to ensure issue resolutions are in compliance with Marcon cost and quality objectives
Manage trade relationships and include trade inputs into repairs and warranty provisions
Lead warranty coordination plans and strategies and assist in development of project warranty documentation manuals for the Home Owner and the Strata Corporation all as required by the Strata Act
Review warranty reviews requisitioned by the Property Manager/Strata on the building to assist the Property Manager/Strata and warranty provider, specifically at the 15month, 2year, 5year, and 10year milestones.
Develop relationships, working procedures, and interface with Strata
Mentor and coach Customer Care Representatives, staff, and technicians

Conduct resource planning and allocate resources to projects and repair jobs

Ensure Customer Service Reps are supported in delivering an exceptional experience to Marcon clients
Conduct periodic site audits, and ensure quality and continuous improvement
Assist with procedural development for customer care department

Qualifications, Skills and Abilities:

5+ years of experience in successfully managing customer care function
College diploma or university degree in related field, or equivalent combination of education and experience
Experience with managing contract operations, warranty, and postoccupancy service
Leadership, conflict resolution and communication skills
Excellent time management, organizational skills, and attention to detail
Excellent interpersonal, teamwork and collaboration skills
Commitment to operations excellence and customer satisfaction