Our client , a prominent real estate developer in downtown Toronto, is seeking a Director of Customer Service to lead and elevate their customer experience division.
This company is known for its innovative residential communities, and they need a dynamic leader to ensure homeowners receive exceptional service from the moment of purchase through post-occupancy.
The Role :
As the Director of Customer Service, you will play a critical role in building and managing a customer-focused team while developing processes and procedures that align with industry standards, including the TARION Warranty Program and the Pre-Delivery Inspection (PDI) process.
You’ll collaborate across departments to ensure a seamless transition from development to occupancy, with a focus on enhancing the overall customer experience.
Key Responsibilities :
- Lead the customer service team and set high standards for performance.
- Oversee the customer journey from purchase to post-occupancy, addressing escalated issues and improving customer satisfaction.
- Develop and implement customer service processes and ensure TARION and PDI compliance.
- Work cross-functionally with sales, operations, and construction teams to support a smooth homeowner transition.
- Identify opportunities for continuous improvement in service delivery and implement best practices.
- Report on key metrics related to customer satisfaction and service quality.
What You Bring :
- Proven leadership experience in customer service, ideally in the residential real estate sector.
- Strong understanding of TARION Warranty and PDI processes.
- Ability to set up teams, processes, and procedures from scratch.
- Exceptional communication, problem-solving, and leadership skills.
- A data-driven, improvement-focused mindset.
Why This Opportunity?
- Join a leading company that is committed to building vibrant communities.
- Competitive compensation and benefits.
- The chance to shape and lead a key department within the organization.
- Work in a collaborative and supportive environment in downtown Toronto.
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