Customer Care Manager
Rinaldi Homes
Welland, ON
As a CUSTOMER CARE MANAGER with Rinaldi Homes, you are a vital part of our homeowners' experience. We are looking for a great communicator who loves working with people and is able to foster a collaborative and positive work environment. You will be responsible for managing our homeowners' experience after they close and guiding them on the process of home maintenance.

This is an outline of what the initial requirements are for this position but it is not an exhaustive list. We are looking for someone that is a team player and is excited about the opportunity to work in a growing company that fosters a positive environment.


As the Customer Care Manager you are responsible for each of our homes after they close, this includes (but is not limited to):

Conducting pre-PDIs, PDIs, and 3-week post PDIs
Perform hands on repairs
Schedule trades to complete service repairs
Organize and address all Tarion forms that come in (30-day, 1 year, 2 year)
Provide feedback to our construction team on quality control
Most importantly, you will be communicating with homeowners on a daily basis. You must be able to handle all incoming inquiries in a timely and professional manner.


Attend Construction meetings as requested to provide an update report of what is going on in your department
Although your typical work week is Monday-Friday 9-5pm, you are responsible for any emergency calls in the evenings or on the weekend
We value our culture and we have developed teams to make our sites more efficient. You will be working closely with our site foreman and our trades to ensure any service related items that come up are addressed in a timely manner.
You will be provided with a computer, cell phone, and iPad


Attend NHBA and OHBA meetings/events to represent Rinaldi Homes Inc
Attend any homebuilder or industry association meetings, workshops or seminars as requested, at the Employer’s expense
Participate in various community initiatives as part of the Rinaldi Homes team


5+ years experience in a Customer Service related role in the construction industry
Bachelor degree in a related field preferred or equivalent combined years of experience
Knowledge and experience dealing with TARION Homeowners Warranty
Thorough knowledge of building codes and industry standards
Excellent oral and written communication skills
Excellent organizational skills
Strong work ethic with a high level of integrity
Ability to solve problems and develop systems to improve processes
Team player