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Customer Care Manager

Bowmanville, ON · Construction/Facilities
Our Client:
A renowned & award winning home-builder that has delivered state of the art communities across the GTA. They have been in business for over 30 years and are looking to add a a skilled Customer Care Manager for their site in the East GTA.

Primary Responsibilities
  • Respond to all inquiries from members of the Customer Care team with respect to file reviews,
  • upgrades, purchaser information, and trade inquires etc.
  • Respond to trade, site and Technicians' inquiries relating to scheduling
  • Check Tarion Warranty Programs website for "What's New", copy or insert into service program
  • for Coordinators and/or Technicians. Advise Manager of any conciliation reports
  • Schedule Pre Delivery Inspections ("PDI") appointments with Purchasers as requested. Prepare
  • and send out PDI packages and homeowner information material, including creating and printing
  • Certificate of Completion & Possession ("CCP"). Schedule Technicians/Manager to conduct the
  • PDI when required
  • Update Purchaser information on Tarion Portal and REMS/NewStar
  • Send CCP to Tarion when home has closed via online at www.tarion.com
  • Send new homeowner information to all utility companies advising them of the closing dates
  • Review PDI, 30-Day, Year-End, and 2nd Year Tarion forms received from homeowners. Create files in Service program. Give Major Structural Defect ("MSD") forms directly to Manager for review
  • Create trade Work Orders ("WO's") and Purchase Orders ("PO's") with all WO's being forwarded
  • to Coordinators to book service appointments
  • Create report (aging report) on outstanding service work for all sites (per trade). Forward to
  • Coordinators for follow up. Provide same to Manager when requested
  • Complete signoffs, WO's and PO's for all sites in REMS/NewStar
  • Prepare PO's with related invoices for signature by Manager. Provide 2 copies one for finance and one for lot file. If lot file is on site, scan a copy to applicable site
  • Create service files for all sites
  • Back-up for other Coordinators when they are not available or need assistance
  • Conduct research for Customer Care team when required
  • Update service calendar with conciliation dates and cancellations
  • Complete cheque requisitions when requested by Customer Care team
  • Complete back charges when required with relevant documents to support
  • Prepare letters for referral cheques and mail out
  • Assist Manger with and conciliations/claims that are scheduled for your specified site.
Skills and Qualifications
  • Minimum of 5+ years in a new home construction Customer Care Department.
  • A strong working knowledge of Newstar, Tarion Builder Link and Microsoft Office.
  • An understanding of the Tarion Construction Performance Guidelines and how it pertains to the Tarion 1, 2, and 7 year warranties.
  • Strong organizational and time management skills to be able to prioritize and multitask to achieve positive results.
  • You must have the ability to use common sense and sound judgement to come to decisions on many different situations as needed.
  • A general working knowledge and understanding of residential construction for both low rise and high-rise projects.
Compensation Package
$75,000-$85,000 plus package & benefits

Thank you for your interest in this job posting.

We look forward to hearing from you.

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