About QuadReal Property Group QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management are $94 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating platforms in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

www.quadreal.com

Customer Experience Supervisor The Customer Experience Supervisor is responsible for leading a team of customer service representatives, ensuring a consistently positive experience for all clients and stakeholders. This role focuses on service excellence, team leadership, and efficient day-to-day operations within the customer service function. The Customer Service Supervisor reports directly to departmental management.

Key Responsibilities Team Leadership & Operations

• Supervise, coach, and motivate a customer service team, including scheduling, training, and performance management.
• Ensure all representatives deliver professional, courteous, and solution-focused support across in-person, phone, and email channels.
• Handle escalated or complex inquiries, resolving issues or directing them to management as appropriate.
• Maintain a well-organized service area, ensuring all resources, materials, and tools are up-to-date and accessible.
• Assist in the development, refinement, and implementation of customer service policies, processes, and standards.
• Prepare and analyze service performance reports and customer feedback data, recommending improvements.
• Participate in recruiting, onboarding, and ongoing training of team members.
• Serve as a key point of contact between customer service and internal departments to ensure alignment and effective communication.

Client & Stakeholder Engagement

• Greet and support customers with a friendly, solutions-oriented approach.
• Maintain a comprehensive understanding of organizational services, processes, and available resources to accurately support customer needs.
• Support promotional initiatives or programs by informing customers and encouraging participation where appropriate.

Operational Support

• Oversee administrative processes such as reconciliations, record maintenance, and data accuracy.
• Monitor inventory levels for department supplies and ensure timely replenishment.
• Maintain and manage lost-and-found or equipment sign-out procedures, where applicable.
• Contribute to special projects or cross-departmental initiatives as needed.

Service Excellence

• Champion a culture of service excellence by modeling high standards and encouraging continuous improvement.
• Anticipate and proactively address potential issues to enhance the customer journey.
• Collaborate with internal teams to address recurring concerns and drive service enhancements.

Event & Program Support

• Assist with coordination and execution of internal events, initiatives, or programs to ensure smooth operations and a positive participant experience.
• Support communication and engagement efforts with internal partners or external participants.

Safety & Incident Response

• Support team training on emergency procedures and response protocols.
• Participate in periodic safety or emergency drills as required.
• Assist with incident communications and follow-up documentation.
• Remain vigilant about the safety and security of the workplace environment, reporting issues to the appropriate parties.

Qualifications

• Experience supervising or leading a customer service team is an asset.
• Background in customer service or client-facing roles.
• Strong communication, interpersonal, and conflict-resolution skills.
• Demonstrated problem-solving abilities and sound judgment.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable working across various systems, tools, or organizational departments

This is a sourcing requisition, not an active job opening. We are currently building a talent pool of interested candidates for future opportunities in this role. If you are not selected for an interview for our current openings, your application will be kept on file as positions become available. The expected annualized base salary range for this role is $45,000 – $65,000. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, the market compensation of the role, and the consideration to internal equity. QuadReal offers a competitive total rewards package in addition to the base pay, which includes a performance-based incentive plan, comprehensive health & dental benefits, a defined contribution pension plan and paid time off. Note to Recruiters: QuadReal does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.

QuadReal will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.