Customer Care Team Lead

Posted In: Customer Care About The Job

The primary purpose of the role is to act as the lead representative of the on-site Customer Care Team providing technical support to both Team members and responding to purchasers in accordance with the Company's standards of customer service.

Responsibilities

• Coach and provide support to Customer Care Representatives for Tarion inspections.
• Oversee QA/PDI calendar and scheduling.
• Respond to questions and requests from purchasers, 1st escalation point for Customer Care Representatives.
• Responsible for on-site office set-up and ongoing presentation.
• Monitor and report trends and issues from inspections.
• Work in a collaborative manner with Construction and Property Management Teams in order to problem-solve and deliver optimal customer service.
• Perform Quality Assurance, Pre-Delivery, Delivery, 30-day and Year-end Inspections in accordance with Company set procedures.
• Working in collaboration with the Warranty Service Manager, assist with scheduling trades and staff to ensure completion of warranty work within Tarion timelines.
• Monitor the progress of the completion of warranty items using JDE and liaises with sub-trades to ensure work meets quality standards and timelines.

Qualifications

• 5+ years of work experience in Residential Construction industry
• At least 3 years of hands-on work experience conducting residential warranty inspections
• Thorough knowledge of Tarion policies and regulations and customer service standards
• Ability to handle escalated issues methodically and professionally;
• Working knowledge of the JDE or other warranty software
• Post-secondary education or relevant work experience
• Strong aptitude for working with clients professionally
• Proficiency with MS Word, Excel and Outlook
• Ability to contribute in a fast-paced, deadline driven team atmosphere

Apply

We offer a competitive compensation package and the opportunity to work with an industry leader!

To apply, please forward your resume to and in the subject line please include the name of the position and quote Ref #3024 .

We thank all applicants for considering Menkes Developments Ltd. as an Employer of Choice, however only those individuals selected for an interview will be contacted.