(EL-203) - Customer Care Manager

(EL-203) - Customer Care Manager

19 Nov
|
Devron Developments
|
Toronto

19 Nov

Devron Developments

Toronto

About Us:


Devron Developments is an award-winning and industry-leading homebuilder with a mission to make Toronto a happier, healthier, and more beautiful place to live. With each new community, we focus our collective passion and energy on the thoughtful design and construction of unique, high-quality mixed-used projects tailored to their surrounding neighbourhoods. Devron currently has nearly 1 million square feet under development, with a focus on creating homes and inspiring spaces for end-users, guided at every step by our Core Values:


1. ct with empathy
2. Strive for quality in everything we do
3. Act with a sense of ownership
4. Seek continuous improvement




Devron is now seeking a Customer Care Manager to join our tight-knit family and establish Devron as an industry-leader in customer service and care. The culture at Devron is extremely flat, encouraging autonomy and collaboration across all roles and a strong sense of team. Reporting to the Director of Development & Construction and Director of Marketing & Sales, the Customer Care Manager plays a critical role at each step of the customer journey, from point-of-sale through post-occupancy.


In this role, you will be responsible for actualizing the perfect residence for each homeowner, creating lifelong customers. You will own the relationship with our homeowners and be empowered and encouraged to go above and beyond, to ensure that the highest standards of customer service excellence are met.


About You:


- Passionate about building relationships and delivering the highest level of customer service at every touch point with homeowners;
- Take pride in creating the perfect homeowner experience;
- Strive to exceed homeowner’s expectations;
- Possess exceptional emotional intelligence
- Demonstrate excellent communication skills;
- Have significant experience interacting directly with customers, building relationships and resolving concerns;
- Thrive in a ‘front-of-line’ role in our pursuit to become the most trusted and respected homebuilder;
- Energized by our mission to make our city a happier, healthier and more beautiful place to live;
- Excited by the challenge and opportunity of elevating the customer care standards of the industry;
- Devron Value: Act with empathy and put the needs of homeowners first;
- Devron Value: Strive for quality in everything you do; every meeting, every phone call, and every homeowner experience;
- Devron Value: Act with a sense of ownership, taking accountability for and pride in your work; and
- Value: Work to continually improve yourself and the processes which can further elevate our customer experience.


Role Outline:


SALES & COLOUR SELECTION


- Congratulate and communicate with each homeowner immediately following purchase, review APS and debrief with Sales to better understand the pre-sales journey for each homeowner
- Prepare and distribute targeted educational materials for homeowners, including construction notices, community updates, tips sheets, information packages, and website/social media posts
- Oversee the décor purchasing process to ensure the best homeowner experience
- Respond to and resolve homeowner requests in an effective and timely matter
- Conduct surveys following unit purchase and final colour selection appointment to assess how the process was executed and to identify value-add strategies for improvement
- Lead the planning and coordination of all educational and relationship building events for homeowners, including Meet-Your-Neighbour, and pre-occupancy orientation events


CONSTRUCTION


- Strengthen relationships with all homeowners as construction progresses, and help to ensure relevant construction updates are shared
- Issue regular communications to homeowners on the progress of construction of their home as well as any upcoming events or appointments
- Review any resolve any issues that the construction team may have with colour charts and unit layouts
- Take great care in addressing with homeowners any issues that may arise from changes to the building or suite design
- Organize and conduct pre-board walkthroughs with purchasers and elevate the experience to make it exciting


PRE-OCCUPANCY / OCCUPANCY


- Assist in the organization of the pre-occupancy orientation event
- Ensure QA/QC or Construction team complete all deficiencies before move-in date.
- Setup customer care office on site
- Implement procedures for the resolution of Tarion deficiencies and forms (PDI, 30-day, 1-year, 2-year)
- Manage the move-in process and ensure a stress-free and enjoyable experience for all homeowners
- Ensure key release inspections are completed with homeowners and Devron representatives
- Attend construction meetings as required and ensure QA/QC deficiencies are being resolved in a timely matter
- Build strong relationships with trade contractor service personnel who will be addressing deficiencies
- Assist in the selection of closing gifts and manage the gifting process
- Issue surveys to homeowners to assess how the move-in process was conducted
- Do everything needed to create a truly happy and memorable experience for homeowners


FOLLOWING OCCUPANCY


- Communicate with homeowner’s after move-in to ensure their needs have been met, and any deficiencies have been resolved
- Manage Homeowner’s Welcome events
- Disassemble customer care office on-site
- Contact homeowners and manage the survey process following move-in, reporting on any results and implementing process for improvement


Skills and Qualifications:


- Must have 3-5 years of previous customer service experience in a manager capacity in Real Estate, or Hospitality
- Excellent organizational and planning skills to meet timelines, while delivering the highest quality experience
- Experience implementing and managing a CRM platform would be an asset

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/11747043/el-203-customer-care-manager-toronto/?utm_source=html

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