High Rise Customer Care Director

Job Title: Customer Care Manager – Construction Development (Tarion)

About Us:

Our client is a leading construction development company specializing in residential and commercial projects. We are committed to delivering high-quality construction projects that meet or exceed the expectations of our customers. As part of our dedication to customer satisfaction, we are seeking a Customer Care Manager with expertise in Tarion warranty regulations to ensure our clients receive exceptional support and service.

Job Description:

The Customer Care Manager will be responsible for overseeing all aspects of customer care and warranty service for our construction development projects, in compliance with Tarion regulations. The successful candidate will play a crucial role in maintaining and enhancing our reputation for quality and customer satisfaction. They will be expected to lead a team of customer care professionals and work closely with construction and project management teams to deliver exceptional customer experiences.

Key Responsibilities:

1. Tarion Compliance:

– Stay up-to-date with Tarion warranty regulations and ensure that the company’s processes and practices are compliant.

– Handle all Tarion-related documentation and submissions.

2. Team Management:

– Lead and mentor the customer care team, ensuring that they provide excellent service and support to homeowners throughout the warranty period.

– Oversee training and development of the customer care team.

3. Customer Support:

– Manage homeowner inquiries, concerns, and issues, providing timely and effective resolutions in alignment with Tarion guidelines.

– Monitor and improve the customer care process to enhance efficiency and homeowner satisfaction.

4. Quality Assurance:

– Conduct quality assessments and inspections to verify that warranty claims meet established standards.

– Develop and implement quality improvement initiatives based on findings.

5. Data Analysis:

– Collect and analyze data related to warranty claims and customer feedback to identify trends and areas for improvement.

– Prepare reports on customer care performance for management review.

6. Collaborative Work:

– Collaborate closely with construction and project management teams to address construction-related issues, rectify deficiencies, and ensure homeowner satisfaction.

– Participate in project meetings to provide insights and recommendations for resolving customer concerns.

7. Warranty Claims Management:

– Manage the end-to-end process of warranty claims, from initial homeowner contact to resolution and follow-up, ensuring a smooth and efficient process.

– Coordinate with contractors and suppliers to facilitate timely repairs and replacements.

Qualifications:

– Bachelor’s degree in construction management, business administration, or a related field.

– Minimum of 7 years of experience in customer care, preferably in the construction development industry.

– Strong knowledge of Tarion warranty regulations and guidelines.

– Excellent leadership and team management skills.

– Exceptional problem-solving and conflict resolution abilities.

– Strong communication and interpersonal skills.

– Analytical and data-driven mindset.

– Proficiency in relevant software applications for data analysis and reporting.

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• Job ID / No. du Poste: 33910
• Open Positions / Postes Ouverts: 1