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Position Overview:

This position will manage an exceptional post-construction customer care team; and will be responsible for caring for the needs of the Renters and Purchasers through the different phases of their renting and/or new home buying experience. The position will work closely with Development Construction, Sales and Marketing, and Property Management in fulfilling the common goal of creating customers for life. The successful candidate will be responsible for keeping purchasers well informed on everything relating to their new home including financial obligations, warranty and maintenance procedures and the legal components of home ownership.


  • Oversee the hiring, orientation, and training of the client experience and customer care team.

Condominium Specific:

  • Develop and implement client experience and customer care policies, procedures, and regulations to best address 30 day and Year End Tarion Warranty concerns.
  • Engage and maintain positive ‘dialogue and communication’ with Purchaser/Homeowner from PDI stage onwards.
  • Maintain outstanding customer service skills, focusing on anticipating the needs of customers and proactively addressing issues, before they become concerns.
  • Handle complex customer issue by analyzing problems to come up with effective solutions.
  • Directly responsible to minimize requests for a Tarion conciliation inspection.
  • Directly address and supervise any potential Warranty claims: including ensuring all warrantable repairs are addressed and completed prior to ‘occupancy’.
  • Manage and supervise the issuing of all ‘work orders’ to sub-contractors and Service Technicians/Handymen regarding Service/Warranty issues. Follow up on completion of all such work orders.
  • Supervise the condominium pre-audit process and mitigate any/all technical audit concerns.
  • Attend conciliations, or tribunal hearings as a Company representative, as required.
  • Comply with findings of the Tarion Conciliation Report and ensure repairs are completed within specified periods.
  • Ensure homeowner(s) understand the PDI, closing, follow up, and warranty process via an educational seminar and homeowner interactions.
  • Ensure all warranty documents are delivered and reviewed with the homeowner upon closing.
  • Ensure PDI appointments are scheduled with homeowners.
  • Ensure that the company complies with all current Tarion procedures and guidelines
  • Maintain communication with Tarion representatives.
  • Engage in dialogue with the Condominium Board and Property Manager.

Multi-Family Residential:

  • Oversee our RioCan Life Program and ensure the successful execution of onsite events and programming, approving welcome and renewal gifts, move-in experience, etc.
  • Coordinate with the site construction team as required.
  • Conduct PDI’s as required for all rental residential assets.
  • Handle complex construction issues by analyzing problems to come up with effective solutions to ensure the successful turnover
  • Other duties / projects as required. 

Qualification Requirements:

  • BA or BS, or the equivalent knowledge or experience.
  • Minimum of 5 years of direct customer service or management experience.
  • General knowledge of Tarion Construction Performance Guidelines and Ontario Building Code.
  • Proficient in Word, Excel, Access and Outlook.
  • Customer Service Managerial skills.
  • Proven communication (verbal and written), observation, negotiation, problem solving, analytical and conflict resolution skills.
  • Demonstrated ability to manage conflict and convey solutions for problem resolution.
  • Demonstrated ability to balance multiple priorities in a dynamic environment.

RioCan brings together smart, talented people from diverse backgrounds, and creates spaces where we can all prosper.  People are at the core of who we are, and we respect that they have taken all kinds of paths to get here.

We are committed to creating an environment in which all employees are valued, included, and empowered to do their best work and bring great ideas. We value different voices and perspectives, and appreciate that unique backgrounds and identities make our organization stronger.

RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process please let us know and we will be happy to work with you to meet your needs.