Customer Care Manager- #7951- A
Job Developer:
Meg Yoder
DeSantis Homes
The Customer Care Manager leads and manages a superior post-construction team. They are responsible for delivering a quality finished home to the Homeowner’s satisfaction and in accordance to DeSantis and Tarion standards. As one of the last departments in the homebuilding process, the Customer Care Manager identifies issues to improve the Service Department’s performance as well as providing feedback to the Director of Construction, to develop systems for overall improvements.
Duties:
- Meet with difficult homeowners to rectify their complaints to avoid requests for conciliation as required.
- Meet with homeowners who have requested conciliation, investigate their complaints, and update the Director of Construction, GM, and President with the findings.
- Ensure that all warrantable repairs are scheduled and completed to minimize repeat trade visits and to address repairs within a timely manner.
- Ensure that all warranty work is being conducted by the Trades and not Service Technicians.
- Manage the resolution of Service/Trade disputes and conduct regular service meetings as required.
- Ensure all warranty documents have been delivered and reviewed with the homeowner on closing.
- Ensure homeowner understands the PDI, closing, follow up, and warranty process via an educational seminar and homeowner interactions.
- Ensure PDI appointments are scheduled with homeowners and PDI staff.
- Conduct PDI's when required.
Requirements:
- Minimum of 3 years experience in a similar role.
- Experience with Low-Mid rise projects.
- Thorough understanding of Tarion Warranty Program.
- Thorough understanding of Ontario Building Code.
- MS Office, Builder Lynx.
