Customer Care Assistant

Townline Group of Companies; Vancouver; On-site; CAD 48,000 - 64,000; Full time

Benefits offered by this job

On-site gym

Wellness centre

Office at Marine Gateway

Job summary

Townline Group of Companies in Vancouver seeks a Customer Care Assistant to support homeowner communications, schedule service activities, conduct walkthroughs, and assist with warranty management.

Reporting to the Director of Customer Care & Warranty, you will coordinate with trades and internal teams, maintain CRM records, and contribute to delivering exceptional customer experiences in a fast-paced environment.

Qualifications

• Minimum 3 years of customer service or related experience.
• Strong communication and interpersonal skills.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Proficient in Microsoft Office; experience with CRM and deficiency management software is an asset.

Responsibilities

• Respond to homeowner, trade, and internal inquiries by phone and email.
• Support Customer Care Managers with service requests, homeowner concerns, complaints, and escalations.
• Coordinate appointments, warranty assessments, repairs, and various walkthroughs.
• Record deficiencies electronically and maintain accurate CRM records.
• Monitor service requests and follow up with trades to ensure timely repairs.
• Prepare homeowner correspondence and warranty-related documents.
• Assist with warranty claims administration and departmental reporting.

Skills

Customer service

Communication

Organizational skills

Team player

Tools

CRM software

Job description

Townline is an industry-leading Vancouver-based real estate developer with over 40 years of experience creating thoughtfully designed homes and communities across British Columbia. From townhomes and high-rise towers to mixed-use and alternative housing solutions, Townline is known for its commitment to quality, innovation, and exceptional customer care. With fully integrated in-house Development, Construction, Finance, Sales, Leasing, Customer Care, and Marketing teams, Townline is involved in every stage of the development process.

Townline offers competitive compensation, comprehensive health benefits, an on-site gym and wellness centre, career development opportunities, and a convenient office location at Marine Gateway.

Reporting to the Director of Customer Care & Warranty, the Customer Care Assistant supports the Customer Care team by coordinating homeowner communications, scheduling service activities, conducting walkthroughs, and assisting with warranty and deficiency management.

Key Responsibilities

• Respond to homeowner, trade, and internal inquiries by phone and email.
• Support Customer Care Managers with service requests, homeowner concerns, complaints, and escalations.
• Coordinate appointments, warranty assessments, repairs, Homeowner Orientations, Pre-Delivery Inspections, Customer Service Walkthroughs, Client Walkthroughs, and Key Handovers.
• Conduct walkthroughs as required, record deficiencies electronically, and maintain accurate records in CRM and deficiency management systems.
• Monitor service requests, provide progress updates, and follow up with trades to ensure timely completion of repairs.
• Prepare homeowner correspondence, completion packages, key handover documentation, and other customer care materials.
• Assist with warranty claims administration and general departmental reporting and administration.
• Build positive working relationships with homeowners, trades, consultants, site teams, and internal stakeholders.
• Ensure customer care processes, service standards, and administrative procedures are followed consistently and professionally.
• Perform other duties as assigned.

Skills & Qualifications

• Minimum 3 years of customer service, customer care, property management, construction, or related experience.
• Strong customer service, communication, conflict resolution, and interpersonal skills.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Detail-oriented with strong administrative and record-keeping abilities.
• Proficient in Microsoft Office; experience with CRM and deficiency management software is an asset.
• Ability to work independently and collaboratively in a fast-paced team environment.
• Committed to professionalism, accountability, teamwork, and delivering exceptional customer experiences.