Manager, Customer Service, Low Rise

at  Empire Communities

Your Impact at Empire
The Customer Service Manager is responsible for overseeing the daily operations of multiple masterplan communities and managing high level escalations with homeowners and trade partners.
This role is located at our Calderwood Site in Thorold, ON.

• Prepare weekly and monthly Customer Service Report with respect to communities.
• Participate in interviewing, hiring, and training new Customer Service employees and provide ongoing training for existing Customer Service staff.
• Supervise, manage and motivate on site staff members.
• Conduct Customer Care Associates Evaluations annually in accordance with scorecard objectives.
• Organize workforce to cover employee absences on specific projects.
• Prepare disciplinary correspondence for Associates for review by Director.
• Provide status/concern updates to upper management.
• Manage the warranty service program and conciliation according to set objectives for service repairs and warranty items identified form Pre-delivery, Initial, Mid Year and Year-end inspections, obtaining Homeowner acknowledgement for work completion.
• Review work schedules completed by service team and provide administrators with trade partner contacts to complete warranty work.
• Inspect work completed by service team based on agreed upon schedule and provide ongoing guidance and technical support.
• Monitor, order and replenish service repair materials.
• Oversee the assignment of warranty service requests to customer service representatives and work order issuance to trade partners on service repair work .
• Management documentation of purchaser requests and deficiencies.
• Attend weekly service meetings for resolution and actionable outcomes of service or warranty items, prepare and provide weekly summary reports and aging reports on work order completions.
• Manage any outstanding or backlog of service work completion