Director of Customer Care
About the role
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 Working Environment
- 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 North Vancouver Burnaby Vancouver
- 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
- PPE provided
Not the right fit? Search for Customer Care jobs in Vancouver, British Columbia, Canada
About Aquilini Group
Aquilini Development, a subsidiary of Aquilini Investment Group, has spent decades building Canadian homes in the European tradition. We carefully optimize urban and rural land use through well-conceived developments that enhance value today and in the future. Foresight, hard work and integrity guide every Aquilini project, as well as a deep connection with the Lower Mainland. As owners of the Vancouver Canucks, Aquilini is committed to building a winning spirit, a culture of agile growth that adapts to the changing real estate landscape.
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Director of Customer Care
About the role
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 Working Environment
- 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 North Vancouver Burnaby Vancouver
- 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
- PPE provided
Not the right fit? Search for Customer Care jobs in Vancouver, British Columbia, Canada
About Aquilini Group
Aquilini Development, a subsidiary of Aquilini Investment Group, has spent decades building Canadian homes in the European tradition. We carefully optimize urban and rural land use through well-conceived developments that enhance value today and in the future. Foresight, hard work and integrity guide every Aquilini project, as well as a deep connection with the Lower Mainland. As owners of the Vancouver Canucks, Aquilini is committed to building a winning spirit, a culture of agile growth that adapts to the changing real estate landscape.