Director of Customer Care & Homeowner Experience

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

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