Director, Customer Care

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