Customer Care Assistant

Original job posting

The Customer Care Assistant coordinates homeowner communications, schedules service activities, and conducts walkthroughs to manage warranty and deficiency processes. They also support the Customer Care team by maintaining accurate records in CRM systems and facilitating repairs with trades.

Job details

ABOUT TOWNLINE Townline is an industry-leading Vancouver-based real estate developer with over 40 years of experience creating thoughtfully designed homes and communities across British Columbia. From townhomes and high-rise towers to mixed-use and alternative housing solutions, Townline is known for its commitment to quality, innovation, and exceptional customer care. With fully integrated in-house Development, Construction, Finance, Sales, Leasing, Customer Care, and Marketing teams, Townline is involved in every stage of the development process. Townline offers competitive compensation, comprehensive health benefits, an on-site gym and wellness centre, career development opportunities, and a convenient office location at Marine Gateway. Reporting to the Director of Customer Care & Warranty, the Customer Care Assistant supports the Customer Care team by coordinating homeowner communications, scheduling service activities, conducting walkthroughs, and assisting with warranty and deficiency management. KEY RESPONSIBILITIES * Respond to homeowner, trade, and internal inquiries by phone and email. * Support Customer Care Managers with service requests, homeowner concerns, complaints, and escalations. * Coordinate appointments, warranty assessments, repairs, Homeowner Orientations, Pre-Delivery Inspections, Customer Service Walkthroughs, Client Walkthroughs, and Key Handovers. * Conduct walkthroughs as required, record deficiencies electronically, and maintain accurate records in CRM and deficiency management systems. * Monitor service requests, provide progress updates, and follow up with trades to ensure timely completion of repairs. * Prepare homeowner correspondence, completion packages, key handover documentation, and other customer care materials. * Assist with warranty claims administration and general departmental reporting and administration. * Build positive working relationships with homeowners, trades, consultants, site teams, and internal stakeholders. * Ensure customer care processes, service standards, and administrative procedures are followed consistently and professionally. * Perform other duties as assigned. SKILLS & QUALIFICATIONS * Minimum 3 years of customer service, customer care, property management, construction, or related experience. * Strong customer service, communication, conflict resolution, and interpersonal skills. * Highly organized with the ability to manage multiple priorities and deadlines. * Detail-oriented with strong administrative and record-keeping abilities. * Proficient in Microsoft Office; experience with CRM and deficiency management software is an asset. * Ability to work independently and collaboratively in a fast-paced team environment. * Committed to professionalism, accountability, teamwork, and delivering exceptional customer experiences.

What you’ll do

The Customer Care Assistant coordinates homeowner communications, schedules service activities, and conducts walkthroughs to manage warranty and deficiency processes. They also support the Customer Care team by maintaining accurate records in CRM systems and facilitating repairs with trades.

Requirements

Candidates must have a minimum of 3 years of experience in customer service, property management, or construction. Strong administrative, organizational, and interpersonal skills are required, along with proficiency in Microsoft Office.

Benefits

• Competitive compensation
• Comprehensive health benefits
• On-site gym
• Wellness centre
• Career development opportunities

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Organization · Preferred
• interpersonal skills · Preferred
• Detail-oriented · Preferred
• record keeping · Preferred
• Communication · Preferred
• Microsoft Office · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication
• Conflict resolution
• Interpersonal skills
• Organization
• Time management
• Detail-oriented
• Administrative skills
• Record-keeping
• Microsoft Office
• CRM software
• Deficiency management software
• Warranty administration
• Property management
• Construction knowledge
• Record Keeping
• Professionalism
• Accountability
• Service Standards
• Customer Relationship Management
• Construction
• Management
• Customer Service
• Conflict Resolution
• Finance
• Property Management
• Sales
• Marketing
• Innovation
• Interpersonal Communications
• Project Management Software
• Real Estate
• Scheduling
• Teamwork
• Detail Oriented

Job areas

• Customer Service & Support
• Construction
• Administrative
• Sales
• Customer Care Assistant
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives