Customer Service Lead

Job Overview

Solmar Development Corp. is a Vaughan based real estate development firm which acquires, develops, and builds low and high-rise residential, commercial, and industrial assets throughout Ontario. Solmar Development Corp. has an extensive team of real estate professionals involved in all aspects of the acquisition, development, and construction of its portfolio.

Solmar is seeking a Customer Care Lead who will oversee all service requirements such as issuing work orders for service technicians and trades, scheduling service appointments with techs, trades and homeowners while ensuring overall compliance with Tarion guidelines.

Responsibilities include scheduling and maintaining QC and PDI and occupancy schedule while ensuring the quality of the units are in line with Company standard. Warranty/Customer Service provides superior customer service protecting the interest of Solmar Development Corp. and preventing Tarion intervention wherever possible.

This role is expected to:

· Establish on-site rapport with Construction, Property Management, Trades and Homeowners while managing the site office operation and communications directed to Warranty/Customer Care through email, phone or in person visits.

• Ensuring regular communication with Trades to schedule repair requests and ensure repairs are completed to Solmar Development Corp. Standards
• Provide Service Technicians with required work orders to complete repairs and update Tech calendars to reflect appointments
• Oversee in-home inspections for all warranty submissions, including conciliation and MSD claims
• Manage all conciliation files and repairs as required
• Monitor the Tarion portal for all newly submitted warranty letters
• Manage the onsite administrator to ensure all homeowner responses are being responded too in a timely matter and newstar is being updated daily.
• Manage and direct all service technicians and coordinate all appointments and follow up until work is completed.
• Update homeowner files as required
• Enter deficiencies, complete sign offs, assign work orders to trades using Newstar system
• Update homeowners regarding their concerns and follow up with both courtesy calls and email ensuring service is up to par and being addressed in a timely fashion. (within 24 hours)
• Update progress to the Director
• Create and provide homeowners with notices of service when required
• Work with Quality Control Inspector for inspections taking place after Construction Prep
• Coordinate with Quality Control Inspector and schedule Quality Control inspections prior to PDI date
• Coordinate and follow up with Construction for deficiencies correction on post prep QC and PDI items.
• Ensure home is in move-in ready condition prior to PDI
• Manage PDI schedule
• Coordinate with PDI team and Construction team to ensure smooth PDI operations
• Maintain all inventory homes/suites, and any on-site model homes or sales offices once completed and handed over from the Construction Team.
• Being a brand ambassador
• Follow company procedures
• Ensure communication and adequate information flow with Coordinators, Techs and Director
• Comply with all required standards including government, regulations, Health & Safety standards, procedures, area work instructions, departmental policies and practices and quality standards
• Participate in regular meetings with the Director reviewing and improving processes

If you are interested in being a part of the Solmar Development Corp. team and would like to be considered for this role, please forward your resume to [email protected]

We thank all applicants in advance, and only those who are qualified will be contacted.

Pay: From $75,000.00 per year

Work Location: In person