Position: Director of Customer Care

Reports to: President, Aquilini Development

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