Warranty and Customer Care Manager

Job Summary

The Warranty and Customer Care Manager will have to provide active support to customers and coordinate the activities of the customer care unit to ensure exceptional client experience has been delivered. The role is responsible for hiring, training and managing the Warranty team. This role is also responsible for sustaining a harmonious relationship between the construction departments and the clients. Strong customer service skills, negotiation, and decision-making skills are an asset.

Key Accountabilities

· Ensure a capable and effective workforce: Oversee the hiring, orienting, and training of customer care staff to ensure a capable working environment. These duties also include staff reviews and contract negotiations as well as providing support systems as needed. Promote and participate in educational workshops to stay up to date on developments in the industry.

· Conflict Management: Assist in resolving tough or complex issues that are beyond regular customer care personnel to come up with solutions effective in addressing customer complaints. Establish communication channels through which customers can send in their feedback or challenges for prompt resolution and then perform follow-ups with customers to ensure customer satisfaction.

· Customer Care operations: Interact with customers to identify their needs and respond accordingly. Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base.

· Overseeing Warranty issues: Ensuring that internal/external warranty reporting is clear and concise with appropriate format and content that accurately conveys warranty status and drives appropriate actions which include out of Warranty houses and MSD. Address problems and negotiations which are covered by Tarion Warranties to new low-rise homes.

· Liaison between customer and Lindvest departments: attending all head of office meetings with Director of Housing Operations. Oversee progression of construction projects in relation to customer care and warranty and provide appropriate departments with updates. Responsible for the maintenance of proper record of all customer care operations and activities for reference purposes.

Key Technical Skills or Experience Required:

· Bachelor’s degree is preferable in marketing or business administration, or in a related field.

· At least 8 years’ experience in Customer Care and or Warranty management in the field of constructions of low-rise housing.

· Ability to analyze customer complaints and/or issues to come up with recommendations useful in resolving client problems.

· Ability to interact with customers using appropriate language to identify their requirements and provide solutions or assistance.

· Strong knowledge and ability to use Microsoft Office including Word, Outlook, Excel, Power Point.

· Knowledge of Newstar is an asset

Personal Skills Needed

· Customer Service - Anticipating, meeting and/or exceeding customer needs, wants and expectations

· Conflict Management - Addressing and resolving conflict constructively

· Negotiation - Facilitating agreements between two or more parties.

· Management - Achieving extraordinary results through effective management of resources, systems and processes.

· Decision Making - Utilizing effective processes to make decisions.

Job Type: Full-time

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Work Location: In person