Customer Care Manager

Chad Management Group; Toronto; On-site; CAD 135,000; Full time

Job summary

A prominent real estate developer in Toronto is searching for a Customer Care Manager to oversee the after-sales function. This role involves managing customer service, coordinating with legal teams, and ensuring a positive experience for homeowners. Candidates should have experience in customer care and strong project management skills. The position offers a competitive salary of up to 135k and the chance to work with a prestigious company in the GTA.

Benefits

Competitive salary

Qualifications

• Experience in customer care or related field.
• Strong understanding of post-construction processes.
• Ability to manage multiple projects.
• Excellent communication skills.

Responsibilities

• Oversee after sales function of the firm.
• Manage customer service and post-construction staff.
• Liaise with clients on their purchases.
• Coordinate PDI and closing schedules.

Skills

Customer service

Problem solving

Communication

Project management

Education

Bachelor's degree in a relevant field

Tools

Customer information management software

Job description

CUSTOMER CARE MANAGER

Up to 135k

Toronto, ON

Our Client is a very Prestigious Real Estate Developer in the GTA we are conducting a search for a Customer Care Manager to oversee the after sales function of the firm.

GENERAL OVERVIEW

• Facilitating residential occupancies for luxury condominium developments in Toronto
• Managing customer service, Pre-Delivery Inspections ("PDI") and post-construction staff
• Coordinating amendments to Agreements of Purchase and Sale with Purchasers, consultants and Senior Management
• Manage post-purchase issues with Purchasers
• Liaising with lawyers regarding disputes, preparation of draft defense statements & relevant file history & documentation submitted to lawyer; attendance as company representative at Tarion License Appeal Tribunals
• Reviewing Project Condominium Documents with lawyers and Development Team to ensure accuracy for revised final editions
• Managing customer information management software for deficiency & warranty tracking and reporting
• Participation in marketing efforts; offering feedback on initiatives, collaborating with other team members on developing content and copy, company e-blasts & other communications

WORKING WITH HOME PURCHASERS

• Ensuring that the Purchaser’s experience is positive and that Purchasers are kept up to date on the status of their purchase/occupancy
• Responding to all questions and concerns from time of purchase
• Providing a breakdown of the step by step process from the point of purchase through to final closing and educating the Purchaser on their responsibilities for interim and final closings; providing pertinent information regarding PDIs, interim obligations (lawyer, cheques, documents), move ins, deficiencies & warranty, and final closing
• Coordinating PDI, and interim closing schedules with homeowners
• Notifying Purchasers of delays to PDI and/or occupancy dates and managing Purchaser expectations

TARION

• Liaising with Tarion representatives regarding Delayed Claims, Warranty Assessments and other issues Maintaining an excellent working relationship with Tarion Builder Relations Department and Field Representatives
• Ensuring compliance with Tarion Warranty rules & regulations
• Ensuring deficiency completion occurs within required deadlines
• Reviewing & processing Delayed Occupancy Claim forms to ensure only legitimate claims are paid
• Ensuring Tarion forms are correctly filled out and submitted within deadlines

MARKETING

• Creation of homeowner manuals, letters, information packages

LEGAL

• Reviewing Purchaser files and sales reports to reconcile information used for occupancies and closings then compiling it into comprehensive reports for legal and customer service teams
• Collecting homeowner solicitor information and distributing to legal team in preparation for closing
• Creating and maintaining up to date closing date schedule
• Issuing legal occupancy date, closing date, and delay notices in accordance with the timelines specified in Agreement of Purchase & Sale (and the Condominium Act, and Tarion Warranty Corporation regulations) and distributing to legal team for their records
• Reviewing Condominium Documents with lawyers to ensure accuracy of revised edition
• Coordinating with legal team to ensure a seamless turnover of homeowner suite keys and closing package
• Meeting with Construction Management Team to ensure units ready for PDI & occupancy, monitoring their progress and pushing them to complete units to the highest degree possible within the required timelines
• Ensuring that unit turnover for PDI & occupancy is to the company (and Tarion) standards

DESIGN

• Providing ongoing advice, support and issue resolution assistance to design consultants
• Collaborating to resolve issues with floor plans, unit configuration and upgrade deficiencies
• Proof-reading and drafting copy for Design Centre correspondence and marketing materials

CONSTRUCTION

• Establishing and maintaining up to date PDI and closing schedules for distribution to construction and customer service teams, maintaining up to date calendar and issuing revised lists as delays occur
• Helping to ensure building contracts are approved and executed, and resources are in place (phone lines, furniture, etc) for Property Management staff ahead of building occupancies
• Conducting pre-occupancy tours of the building to familiarize staff with the project ahead of occupancies Coordinating Canada Post Mail delivery and mailbox numbering and arranging for inspection and commencement of delivery
• Coordinating move ins and key release to homeowners with property management team and concierge
• Providing up to date schedules and lists regarding interim and final closing dates, lockers & parking
• Collaborating with concierge and property manager to resolve homeowner concerns and issues

STAFFING & SOFTWARE

• Managing post-construction service team (including PDI Inspector, Customer Service Coordinator, Post-Construction Manager, (key runners, handymen)
• Ensuring customer service staff meet their responsibilities and respective job descriptions and are consistently working to improve the homeowner experience, and the move in and warranty process follow up
• Ensuring that customer service team operates in accordance with Company policy, Tarion guidelines and all required timelines

Please submit your resume to [e-mail]