Customer Care Manager

Job Title : Customer Care Manager Location : Mississauga Salary : Up to $100,000 (based on experience) Type : Full-time Industry : High-Rise Residential Construction About the Role Are you an experienced customer service leader with a strong background in high-rise construction? We are looking for a Customer Care Lead to join our client's team and play a pivotal role in delivering exceptional homeowner experiences. Candidates must have experience in high-rise construction ; applications without this requirement will not be considered. As the Customer Care Lead, you will oversee and manage customer service operations throughout the construction and handover phases, working closely with the construction team, trades, and property management to ensure smooth transitions for homeowners. Key Responsibilities Coordination with Construction Teams : Collaborate with construction teams to coordinate unit cleaning, track the completion of finishing items, and update the Prep-schedule. Quality Control (QC) & PDI Management : Oversee and schedule QC activities, ensuring all units are prepared for Pre-Delivery Inspections (PDIs) and occupancy dates. Deficiency Resolution : Work with trades to coordinate the timely resolution of deficiencies. Newstar Utilization : Ensure that Newstar is effectively used by team members, including proper documentation, updating, and adhering to QC and PDI checklists. Homeowner Inquiries & Complaint Resolution : Field escalated homeowner inquiries, offering a higher level of service and complaint resolution. In-Suite Inspections & Repairs : Oversee in-suite inspections during the initial repair period, year-end, and second-year submissions, ensuring thorough inspection and completion of major repairs. Conciliation Files : Manage conciliation files, ensuring repairs are completed and providing regular updates to the Director. Tarion Portal Management : Utilize the Tarion portal for retrieving information and managing homeowner claims and correspondence. Building Concerns & Trends : Identify trends and building concerns, ensuring appropriate managers and trades are informed to resolve any ongoing issues. Handyman Management : Oversee the scheduling and performance of all Handyman services, ensuring timely completion of tasks. Technical Audits & Common Elements : Maintain and manage the Technical Audit, and work closely with Property Management to ensure smooth operation of common elements. Common Elements PDIs : Conduct and complete common element PDIs (CE PDIs) when units are ready for turnover. Team Leadership : Ensure the on-site team completes tasks as directed by the Director and meets project deadlines. Qualifications & Experience Mandatory : Experience in customer care within the high-rise construction industry. Proven ability to manage customer complaints and coordinate repairs or inspections within a construction context. Familiarity with Tarion Warranty processes and working knowledge of the Newstar system. Strong leadership and team management skills, with experience overseeing field teams and ensuring high performance. Excellent organizational, communication, and problem-solving skills. Ability to collaborate with various stakeholders, including construction teams, trades, and property management. Perks and Benefits Competitive salary of up to $100,000 based on experience. Opportunity to work with a leading company in high-rise residential construction. Be part of a supportive team focused on quality and customer satisfaction. Full benefits How to Apply If you meet the high-rise construction experience requirement and are ready to take on a key leadership role in customer care, we’d love to hear from you. Please submit your resume and cover letter detailing your experience to Matthew.LewisSkylineRL.com

Location: Mississauga, CA

Posted Date: 10/5/2024