Top Benefits
About the role
STRAND IS LOOKING FOR A CUSTOMER CARE MANAGER
Strand is seeking a Customer Care Manager to join our team. As a Customer Care Manager, you will work alongside the Customer Service Team, managing homeowner care processes, resolving deficiencies, and coordinating with trades and contractors across multiple project sites. This is a full-time position.
WHO IS STRAND?
Strand is a Vancouver-based real estate company active across North America. Since 1976, Strand has acquired, developed, and financed a portfolio of real estate assets valued at over $16 billion and comprised of over 47,000 homes.
Strand has been actively involved in many real estate sectors, including the acquisition of development sites, the development of high‐rise condominiums, multi-family apartment buildings, single family communities, office towers, and industrial projects, as well as providing financing to developers for residential and commercial developments throughout North America.
While Strand has preferred to maintain a low profile, consistent with the philosophy of its key stakeholders, Strand has established a reputation for integrity and success in its real estate dealings.
WHY JOIN STRAND?
Strand’s development business is innovative, dynamic, and expanding. This is an opportunity for the successful candidate to join a team of professionals in an inclusive and collaborative environment that fosters professional development and success. Strand is a progressive business that prioritizes culture and rewards entrepreneurial spirit and ingenuity while providing opportunities for its employees to grow with the company, both professionally and financially. Strand has “Deep Roots and Big Plans”.
QUALIFICATIONS
-
Minimum 3–5 years of experience in homeowner care, construction, or a related field, with at least 2 years in a supervisory or managerial role
-
Strong understanding of residential construction and deficiency resolution (drywall, painting, carpentry, caulking, etc.)
-
In-depth knowledge of home warranty programs and experience managing warranty claims and processes
-
Proven ability to manage warranty programs and post-occupancy care processes
-
Experience coordinating and overseeing multiple trades and contractors
-
Excellent problem-solving skills with the ability to troubleshoot common issues (plumbing, HVAC, electrical)
-
Exceptional customer service and conflict resolution skills
-
Strong leadership qualities with the ability to manage and mentor a team
-
Effective communication skills, both written and verbal, with a professional and empathetic tone
-
Highly organized with the ability to manage multiple homeowner requests and service workflows simultaneously
-
Proficient in Microsoft Office 365 (Excel, Word, Outlook), Adobe, and construction or CRM software
-
Comfortable using custom homeowner care software platforms; tech-savvy and quick to learn new tools
-
Able to work independently and collaboratively with internal teams, trades, and external partners
-
Knowledge of BC Building Code and residential construction standards is an asset Valid driver’s license and access to a reliable vehicle
DUTIES & RESPONSIBILITIES
As a Customer Care Manager, you will be responsible for the following tasks:
-
Liaising with homeowners and responding to various requests and concerns throughout the pre-completion process
-
Monitoring homeowner inquiries and collaborating with the Marketing, Development, Customer Care, and Construction departments to resolve issues
-
Ensuring all pending paperwork and special requests are addressed, including those related to parking and/or completion dates
-
Recording all necessary verbal correspondence in the homeowner’s file
-
Acting as the main point of contact with Construction for all key and fob coordination, including tracking in the database
-
Performing pre-orientation quality control assessments of units and common spaces
-
Performing handyman repairs within rental and condominium units as required.
-
Coordinating and conducting Developer and Homeowner Walkthroughs with the Construction team
-
Collaborating with internal departments to establish and maintain Completion and Possession Schedules
-
Certifying that units are complete and deficiency-free, following the General Contractor’s declaration of completion on a per-unit basis
-
Coordinating with trades and sub-trades
-
Recording deficiencies electronically and forwarding them to the appropriate parties within 24 hours
-
Tracking, reporting, and following up with Construction to ensure completion of Homeowner Walkthrough deficiencies
-
Initiating follow-up with homeowners who have not yet scheduled an appointment
-
Issuing keys and Homeowner Manuals (including warranty, care, and maintenance information) to purchasers
-
Distributing, saving, and filing all applicable forms and correspondence related to each purchaser
-
Forwarding signed warranty certificates to the home warranty provider
-
Preparing weekly project summaries of upcoming completions and final dates
-
Scheduling post-completion appointments and ensuring all deficiencies are signed off by the purchaser, deficiency technician, and/or trades
-
Forwarding all service and key requests and assisting in coordinating appointments with homeowners and trade personnel
-
Gathering information for the Homeowner Manual by:
- Contacting trades and suppliers to confirm specifications
- Collecting and compiling warranty, care, and maintenance information
- Creating an accurate trade contact list
- Digitizing and recording all warranty, care, and maintenance information
-
Preparing and compiling the Homeowner Manual for internal sign-off
-
Other duties as required
BENEFITS
Strand is proud to foster a culture of collaboration, innovation, growth, and the betterment of all those who dedicate themselves to the realization of its objectives. True to the company’s nature as a “family of professionals”, we are committed to making continued investments in our people. Strand provides a very competitive compensation structure and benefits package that includes the following:
-
Generous Extended Health and Dental Plan
-
Professional Development, Mentorship and Education Programs
-
Strand Employee Wellness Program exceeding industry standard
HOW TO APPLY
If you meet the above qualifications and are interested in this role, please send your resume to https://stranddev.bamboohr.com/careers/74. While we thank all candidates for their interest, only selected individuals will be contacted.
Top Benefits
About the role
STRAND IS LOOKING FOR A CUSTOMER CARE MANAGER
Strand is seeking a Customer Care Manager to join our team. As a Customer Care Manager, you will work alongside the Customer Service Team, managing homeowner care processes, resolving deficiencies, and coordinating with trades and contractors across multiple project sites. This is a full-time position.
WHO IS STRAND?
Strand is a Vancouver-based real estate company active across North America. Since 1976, Strand has acquired, developed, and financed a portfolio of real estate assets valued at over $16 billion and comprised of over 47,000 homes.
Strand has been actively involved in many real estate sectors, including the acquisition of development sites, the development of high‐rise condominiums, multi-family apartment buildings, single family communities, office towers, and industrial projects, as well as providing financing to developers for residential and commercial developments throughout North America.
While Strand has preferred to maintain a low profile, consistent with the philosophy of its key stakeholders, Strand has established a reputation for integrity and success in its real estate dealings.
WHY JOIN STRAND?
Strand’s development business is innovative, dynamic, and expanding. This is an opportunity for the successful candidate to join a team of professionals in an inclusive and collaborative environment that fosters professional development and success. Strand is a progressive business that prioritizes culture and rewards entrepreneurial spirit and ingenuity while providing opportunities for its employees to grow with the company, both professionally and financially. Strand has “Deep Roots and Big Plans”.
QUALIFICATIONS
-
Minimum 3–5 years of experience in homeowner care, construction, or a related field, with at least 2 years in a supervisory or managerial role
-
Strong understanding of residential construction and deficiency resolution (drywall, painting, carpentry, caulking, etc.)
-
In-depth knowledge of home warranty programs and experience managing warranty claims and processes
-
Proven ability to manage warranty programs and post-occupancy care processes
-
Experience coordinating and overseeing multiple trades and contractors
-
Excellent problem-solving skills with the ability to troubleshoot common issues (plumbing, HVAC, electrical)
-
Exceptional customer service and conflict resolution skills
-
Strong leadership qualities with the ability to manage and mentor a team
-
Effective communication skills, both written and verbal, with a professional and empathetic tone
-
Highly organized with the ability to manage multiple homeowner requests and service workflows simultaneously
-
Proficient in Microsoft Office 365 (Excel, Word, Outlook), Adobe, and construction or CRM software
-
Comfortable using custom homeowner care software platforms; tech-savvy and quick to learn new tools
-
Able to work independently and collaboratively with internal teams, trades, and external partners
-
Knowledge of BC Building Code and residential construction standards is an asset Valid driver’s license and access to a reliable vehicle
DUTIES & RESPONSIBILITIES
As a Customer Care Manager, you will be responsible for the following tasks:
-
Liaising with homeowners and responding to various requests and concerns throughout the pre-completion process
-
Monitoring homeowner inquiries and collaborating with the Marketing, Development, Customer Care, and Construction departments to resolve issues
-
Ensuring all pending paperwork and special requests are addressed, including those related to parking and/or completion dates
-
Recording all necessary verbal correspondence in the homeowner’s file
-
Acting as the main point of contact with Construction for all key and fob coordination, including tracking in the database
-
Performing pre-orientation quality control assessments of units and common spaces
-
Performing handyman repairs within rental and condominium units as required.
-
Coordinating and conducting Developer and Homeowner Walkthroughs with the Construction team
-
Collaborating with internal departments to establish and maintain Completion and Possession Schedules
-
Certifying that units are complete and deficiency-free, following the General Contractor’s declaration of completion on a per-unit basis
-
Coordinating with trades and sub-trades
-
Recording deficiencies electronically and forwarding them to the appropriate parties within 24 hours
-
Tracking, reporting, and following up with Construction to ensure completion of Homeowner Walkthrough deficiencies
-
Initiating follow-up with homeowners who have not yet scheduled an appointment
-
Issuing keys and Homeowner Manuals (including warranty, care, and maintenance information) to purchasers
-
Distributing, saving, and filing all applicable forms and correspondence related to each purchaser
-
Forwarding signed warranty certificates to the home warranty provider
-
Preparing weekly project summaries of upcoming completions and final dates
-
Scheduling post-completion appointments and ensuring all deficiencies are signed off by the purchaser, deficiency technician, and/or trades
-
Forwarding all service and key requests and assisting in coordinating appointments with homeowners and trade personnel
-
Gathering information for the Homeowner Manual by:
- Contacting trades and suppliers to confirm specifications
- Collecting and compiling warranty, care, and maintenance information
- Creating an accurate trade contact list
- Digitizing and recording all warranty, care, and maintenance information
-
Preparing and compiling the Homeowner Manual for internal sign-off
-
Other duties as required
BENEFITS
Strand is proud to foster a culture of collaboration, innovation, growth, and the betterment of all those who dedicate themselves to the realization of its objectives. True to the company’s nature as a “family of professionals”, we are committed to making continued investments in our people. Strand provides a very competitive compensation structure and benefits package that includes the following:
-
Generous Extended Health and Dental Plan
-
Professional Development, Mentorship and Education Programs
-
Strand Employee Wellness Program exceeding industry standard
HOW TO APPLY
If you meet the above qualifications and are interested in this role, please send your resume to https://stranddev.bamboohr.com/careers/74. While we thank all candidates for their interest, only selected individuals will be contacted.