MasterCare Manager - Jobs in Calgary, AB

Job Description

Job Title: Manager, MastercareDepartment: Construction Warranty TeamWhy join MintoWe are an award winning, and fully integrated real estate company, offering new homes and condos, rentals, furnished suites, property and investment management. Since our humble beginnings in 1955, we’ve built over 85,000 new homes, manage 8,800 rental units, and carry 2.5 million square feet of commercial space. Our investment management portfolio spans $2.5 billion in assets. With over 1,100 employees in Canada and the southern USA, we proudly build better places for people to live, work and play, one home and one relationship at a time, collectively embracing our values – Accomplishment, Courage, Innovation, and Partnership - in all that we do.As we continue to evolve and grow, we are faced with an ever changing environment where there is ample opportunity to try something new. We believe in hiring the best people who are as committed to creating incredible experiences for our customers as we are. We pride ourselves on flexibility – extending beyond a competitive total rewards package, to include a platform for career and professional development, a reward and recognition program, tuition and professional designation reimbursement, employee discounts on new homes and rentals, flexible summer hours, and so much more. Join us to find out how you can be a part of it all!The Opportunity:The Manager, Mastercare is responsible for leading the team and providing quality control during the Home building delivery phase while ensuring warranty programs and corporate customer care strategies for the Mastercare site offices are managed.What youll be responsible for day to day: Mastercare

• Reviews and follows up all scheduled appointments including service calls and inspections daily;
• Participates in escalated MasterCare issues with the Homeowner, including resolving warrantable items;
• Liaison with warranty agency (Tarion) including portal access, review and reporting, attend conciliations, monitor results of MSD’s;
• Review and approve work orders, invoices, back charges, cheque requisitions;
• Reviews customers satisfaction surveys and implements customer excellence programs and procedures;
• Reviews and analyses trends in defect resolution, service call efficiency, customer satisfaction reports while implementing action plans for improvement;
• Manages all Inspectors and assist with quality control issues, closing homes and Homeowner issues;
• Prepares and monitors seasonal schedule of work for completion according to Tarion Guidelines;
• Chairs weekly MasterCare meetings and keeps production and head office up to date;
• Participates in small claims actions, attend LAT/BAT hearings, liaise with lawyers as required;
• Conducts Inspections with Homeowners if required;
• Assist with the administration of condo common elements turnover and performance audit repairs
• Key driver of customer satisfaction and management of the customer experience plan.

Financial Accountability

• Prepares fiscal budgets and monitors costs to ensure budget compliance;

Management and Leadership

• Supervises MasterCare personnel including daily responsibilities, approve vacations, performance management, timesheets, work hours and training
• Supervises, trains and monitors performance of direct reports;
• Ensures all Minto staff and trades partners abide by Ministry of Ontario Labour regulations and Minto’s Health & Safety Policies;
• Ensure strong employee engagement through regular coaching , training, and meetings;
• Responsible to complete all employee evaluations and salary and bonus recommendations;
• Builds, manages, and maintains a high performance team through effective talent recruitment, coaching, and development;
• Sets high standards, establishes accountabilities and measures performance consistent with Minto’s Values;
• All other duties within the spirit and scope of the role, as requested by Management.

Who were looking for:Education: A College Diploma (i.e. Construction courses) is required.Experience: A minimum of five to ten (5-10) years of relevant work experience. Previous experience in customer service, managing a team in the construction industry or homebuilding industry is considered an asset.Specialized Skills, Knowledge and Abilities:

• Microsoft Office (Word, Excel and PowerPoint), Outlook
• Knowledge of 4D is an asset
• Knowledge of the construction industry is an asset
• Bilingualism is required
• Knowledge of Tarion guidelines, OBC and new homebuilders warranty programs are an asset
• Communication (listening, verbal and written)
• Conflict Resolution
• Negotiation skills
• Leadership skills
• Patience and Calm
• Problem Solving
• Customer Service Focused

Minto is an equal opportunity employer committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. Should you require accommodation or support in any aspect of our recruitment and selection process, we will work with you to meet your needs.Quick Apply

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