Customer Service Manager - High Rise
Empire Communities
Etobicoke, ON
Position Overview:
The Customer Service Manager is responsible for assisting the day-to-day operations of warranty service and homeowner requests as part of achieving customer satisfaction. Guidance and support the Customer Service team and oversees coordinated service repair work on suites in conjunction with construction, based on pre-occupancy and after sales service. Clearly reports and communicates field conditions to Director, Customer Service. Communicates with the field team to ensure policies and procedures are followed.

Key Functions Duties:
Responsibilities of this position include, but are not limited to:

  • Collect, review, schedule and complete warranty service.
  • Supervise and ensure work quality is maintained with the Customer Service Technician and Customer Care Associates.
  • Inspect daily work that has been completed by the service team based on agreed upon schedule.
  • Assist with organizing manpower to cover employee absences on specific projects - as needed
  • Provide status/concern updates to Customer Service Manager
  • Enforce company policy and procedures with Customer Care Team
  • Assist with managing 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.
  • Follow-up up on managing 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/monthly summary reports and aging reports on work order completions and pre-delivery inspection status reports.
  • Attend weekly service meetings with Customer Service Manager for resolution and actionable outcomes of service or warranty items.
  • Assist and/or participate in conciliations for identified warranty items.
  • 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 drivers license, must provide a clean driver abstract