Assistant Customer Care Manager - North York, Canada - Lindvest Properties Limited

Lindvest Properties Limited
Lindvest Properties Limited
Verified Company
North York, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

Company Overview:
Lindvest is a reputable residential home developer and builder committed to crafting quality homes in Ontario.

With a focus on customer satisfaction, innovation, and sustainable practices, we take pride in creating communities that enrich the lives of our homeowners.


Key Responsibilities:

1)

  • Oversee the entire warranty process, from customer claims initiation to resolution.
  • Collaborate with various departments to address and resolve warrantyrelated issues promptly.
  • Ensure compliance with Tarion regulations and guidelines.
  • Review and approve purchase orders, back charges, cheque requisitions
2)

  • Act as the primary liaison between our organization and Tarion, including portal access, review and reporting, attend conciliations, monitor results of MSD's
  • Stay informed about changes in Tarion policies and regulations, implementing necessary adjustments to company processes accordingly.
  • Prepare and submit required documentation to Tarion in a timely manner.
3)

  • Strong knowledge of Tarion Construction Performance Guidelines and Ontario Building Code.
  • Conduct thorough inspections of residential properties to identify and assess warranty claims submitted by homeowners.
  • Inspect various components of homes, including but not limited to structural elements, mechanical systems, plumbing, electrical, and finishes, to ensure compliance with quality standards and regulations.
  • Document findings and provide detailed reports on the condition of inspected properties, outlining necessary actions for resolution.
4)

  • Participates in escalated Warranty issues with the Homeowner
  • Respond to customer inquiries and concerns regarding the warranty process with professionalism and empathy.
  • Provide guidance to customers on the warranty coverage and claims submission procedures.
5)

  • Conduct regular audits of warranty processes to identify areas for improvement and ensure compliance with company and Tarion standards.
  • Reviews and analyses trends in defect resolution, service call efficiency, customer satisfaction reports while implementing action plans for improvement.
  • Assist in managing all Customer Care Coordinators and Service Technicians and assist with quality control issues, closing homes and Homeowner issues.
6)

  • Maintain accurate records of all warranty claims, resolutions, and communications.
  • Generate regular reports for management to assess trends and make informed decisions.
7)

  • Supervises, trains and monitors performance of direct reports
  • Provide training to staff members on the warranty process and Tarion requirements.
  • Stay updated on industry best practices and incorporate relevant training into the team's skill development.

Qualifications:


  • Bachelor's degree in Business Administration, Construction Management, or a related field.
  • Previous experience in customer care, preferably in the residential home construction industry.
  • Familiarity with Tarion Home Warranty regulations and processes.
  • Strong organizational, analytical, and problemsolving skills.
  • Excellent communication and interpersonal skills.
Ability to work collaboratively in a fast-paced environment


Job Types:
Full-time, Permanent


Benefits:


  • Dental care
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Onsite parking
  • Paid time off
  • RRSP match
  • Vision care

Schedule:

  • Monday to Friday

Work Location:
In person
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