Customer Service Manager - Residential Homes Location:
At our company, we bring an unwavering commitment to quality and craftsmanship to every stage of the building process-from land acquisition to construction, interior design, and property management. With all aspects of development handled in-house, we maintain a comprehensive view, enabling us to make better decisions and deliver homes of exceptional quality and lasting value.
We pride ourselves on setting new design standards, challenging traditional real estate models, and embracing the importance of creating living spaces that reflect and adapt to a changing environment. Our goal is to craft innovative and sustainable homes that move people forward and enhance their lives. With a focus on customer satisfaction and exceptional service, we strive to exceed expectations for every homeowner.
We are seeking an experienced and proactive Customer Service Manager to lead our customer service operations in Esquimalt, BC. The ideal candidate will have 5+ years of experience in a customer service leadership role, with a strong understanding of residential home warranties and the ability to manage a team while delivering exceptional homeowner experiences.
Leadership:
Manage and mentor the customer service team to ensure high performance and alignment with company values and standards.
Homeowner Experience:
Oversee all customer interactions, ensuring timely, professional, and empathetic resolution of inquiries, concerns, and warranty claims.
Develop and maintain processes for managing warranty claims in compliance with BC Housing regulations and other applicable standards.
Vendor and Contractor Management:
Build and maintain strong relationships with contractors and vendors to ensure timely completion of warranty-related work with high-quality outcomes.
Track and analyze customer service metrics to identify trends, improve processes, and enhance overall homeowner satisfaction. Implement initiatives to improve customer service processes and homeowner experiences based on feedback and industry best practices.
Stakeholder Communication:
Collaborate with internal teams, including construction and sales, to address homeowner concerns and provide seamless service.
Issue Resolution:
Handle escalated complaints or complex warranty issues with tact and efficiency, ensuring positive outcomes.
5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
~ Proficiency in CRM software and Microsoft Office Suite.
~ Proven ability to manage multiple priorities in a fast-paced environment.
~ Familiarity with construction processes and terminology is an asset.
Comprehensive benefits package, including health and dental coverage.
If you are passionate about providing exceptional customer service and have the leadership skills to make a difference, we'd love to hear from you!
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