Director, Customer Care

Aquilini Group LP; Vancouver; On-site; CAD 120,000 - 180,000; Full time

Job summary

Aquilini Group LP in Vancouver seeks a Director of Customer Care to lead the Customer Care Team, ensuring exceptional service throughout the home ownership journey while auditing and developing operating systems. This leadership role requires 5+ years in customer service within real estate development and a hands-on approach to cross-department collaboration.

The successful candidate will oversee post-completion warranty work, coordinate inspections, and mentor staff, with travel to project

Qualifications

• Passion for construction, real estate development and community building.
• Eye for building detail and consistency in standards.
• Customer service-oriented with a professional approach.
• Punctual and prepared for meetings.
• Solid understanding of BC Housing Residential Construction Performance Guide.
• Team player with a positive outlook.
• Excellent verbal and written communication.
• Able to work independently with minimal supervision.
• Disciplined time management with multiple deadlines.
• Proficient with Office 365.

Responsibilities

• Collaborate with Development, Marketing and Construction to deliver quality homes to customers.
• Manage internal inspections during construction to identify deficiencies.
• Coordinate with construction, development and Customer Care to identify issues and improvements.
• Prepare and manage Customer Care projects for post completion warranty work.
• Oversee homeowner walkthroughs and key handovers at completion.
• Meet with homeowners pre/post completion to review deficiencies and repair needs.
• Oversee and manage customer enquiries/complaints ticket logs.
• Issue work orders for trades to perform deficiency work.
• Train Customer Care Coordinators to communicate professionally and maintain records.
• Utilize project management and customer experience software to log and track deficiencies.
• Develop CRM to improve operations efficiency.
• Contribute as a leader and mentor junior staff.

Skills

Customer service

Leadership

Communication

Project management

CRM systems

Microsoft Office

Time management

Tools

Project management software

CRM systems

Microsoft Office 365

Customer experience software

Job description

Description

Position: Director of Customer Care

Reports to: President, Aquilini Development

About Us

Aquilini Group (“AG”) is a diversified family business founded in Vancouver, BC more than 50 years ago with roots in the real estate development and construction industry. Today the company owns and manages an international real estate portfolio that includes commercial and residential properties, hotels, golf courses, vineyards and blueberry and cranberry farms. In addition to these ongoing pursuits, AG has expanded its holdings to include assets in the sports & entertainment, renewable energy, aquaculture, tourist attractions, restaurants and food & beverage industries.

This opportunity within our Real Estate Development division focuses on the needs of our new home buyers. Aquilini Development has delivered thousands of homes ranging from single family homes to townhomes to apartments, across the Lower Mainland and BC. Currently, our portfolio has a large component of master plan communities developed in partnership with the First Nations. We are proud of the work we are doing with our Indigenous Partners and strive to bring forth a more affordable option for homeownership in our market. Our most recent project launch is kwasen Village, a 40-acre master-planned community located at Willingdon and Canada Way in Burnaby.

Job Description

We are seeking a highly organized and customer-oriented individual to lead our Customer Care Team. As the face of Customer Care, you will play a crucial role in ensuring our customers receive exceptional service and support throughout their home ownership entire experience. As a departmental leader you will also be asked to audit and develop operating systems to ensure our business continues to improve and evolve.

Primary Job Responsibilities

• Collaborate with the Development, Marketing and Construction Departments to deliver quality homes to our customers
• Manage and conduct internal inspections of homes (during construction) to identify deficiencies and quality concerns
• Collaborate with construction, development and Customer Care team members to identify potential issues, design defects, areas for improvement etc.
• Prepare and manage Customer Care projects for post completion warranty works
• Oversee homeowner walkthroughs prior to completion along with key handovers at completion
• Meet with homeowners pre and post-completion, as needed to review deficiencies and document issues for repair etc.
• Oversee and manage Customer enquiries/complaints ticket logs
• Manage and support day to day operations is: Issue work orders for trades to perform deficiency work
• Train Customer Care Coordinators to communicate with customers in a professional manner, organize cases, issue tickets, dispatch trades, conduct follow ups and maintain records in a timely and accurate manner.
• Utilize project management software to log, track, and issue trade work for all deficiencies
• Utilize customer experience software to log, track and issue trade work for all deficiencies
• Develop CRM and tracking system to improve operations efficiency
• Contribute to the organization as a leader, providing support to all departments as needed and mentorship to junior staff with a positive, team oriented member with common values and objectives

Qualifications

Required Knowledge, Skills, and Abilities

• Passion for construction, real estate development and community building
• Eye for building detail and consistency in standard for delivered product
• A customer service-oriented personality with a firm but fair approach
• Punctuality and diligence for arriving at meetings prepared and on time.
• Maintain a solid understanding of the standards issued in the BC Housing Residential Construction Performance Guide
• A team player, personable with a positive outlook on every situation
• Outgoing, strong verbal and written communication skills
• Ability to work independently with minimal supervision
• Disciplined with time management, capable of working under pressure with multiple projects and tasks with simultaneous deadlines
• Proficient with Microsoft Office (Office 365)

Required Training and Experience

• Minimum 5 years work experience in customer service within a real estate development company, minimum 3 years in a management role
• The successful candidate will be required to travel to different sites and must have access to their own vehicle
• Site locations are but not limited to:
  • Tsawwassen
  • Burnaby
• Work days could require extended periods of doing a repetitive task, standing, walking, kneeling.
• Work days take place both inside and outside during all weather conditions