Director of Customer Care

MHB Group; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A prominent real estate developer in downtown Toronto seeks a Director of Customer Service to enhance customer experience and lead a team. This role involves overseeing customer journeys, developing service processes, and collaborating with various departments. Ideal candidates will have leadership experience in customer service, strong knowledge of TARION Warranty, and excellent communication skills. Competitive compensation and benefits are offered, along with the chance to shape a key department.

Benefits

Competitive compensation

Benefits

Collaborative work environment

Qualifications

• Proven leadership experience in customer service, ideally in residential real estate.
• Strong understanding of TARION Warranty and PDI processes.
• Ability to set up teams, processes, and procedures from scratch.

Responsibilities

• Lead the customer service team and set high standards for performance.
• Oversee the customer journey from purchase to post-occupancy.
• Develop and implement customer service processes.

Skills

Leadership in customer service

Understanding of TARION Warranty

Problem-solving skills

Communication skills

Data-driven mindset

Job description

Our client, a prominent real estate developer in downtown Toronto, is seeking aDirector of Customer Serviceto lead and elevate their customer experience division. This company is known for its innovative residential communities, and they need a dynamic leader to ensure homeowners receive exceptional service from the moment of purchase through post-occupancy.

The Role:
As the Director of Customer Service, you will play a critical role in building and managing a customer-focused team while developing processes and procedures that align with industry standards, including the TARION Warranty Program and the Pre-Delivery Inspection (PDI) process. You’ll collaborate across departments to ensure a seamless transition from development to occupancy, with a focus on enhancing the overall customer experience.

Key Responsibilities:

• Lead the customer service team and set high standards for performance.
• Oversee the customer journey from purchase to post-occupancy, addressing escalated issues and improving customer satisfaction.
• Develop and implement customer service processes and ensure TARION and PDI compliance.
• Work cross-functionally with sales, operations, and construction teams to support a smooth homeowner transition.
• Identify opportunities for continuous improvement in service delivery and implement best practices.
• Report on key metrics related to customer satisfaction and service quality.

What You Bring:

• Proven leadership experience in customer service, ideally in the residential real estate sector.
• Strong understanding of TARION Warranty and PDI processes.
• Ability to set up teams, processes, and procedures from scratch.
• Exceptional communication, problem-solving, and leadership skills.
• A data-driven, improvement-focused mindset.

Why This Opportunity?

• Join a leading company that is committed to building vibrant communities.
• Competitive compensation and benefits.
• The chance to shape and lead a key department within the organization.
• Work in a collaborative and supportive environment in downtown Toronto.