DescriptionPosition: Director of Customer CareReports to: President, Aquilini DevelopmentAbout UsAquilini 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 chance 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 DescriptionWe 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 ResponsibilitiesCollaborate with the Development, Marketing and Construction Departments to deliver quality homes to our customersManage and conduct internal inspections of homes (during construction) to identify deficiencies and quality concernsCollaborate 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 worksOversee homeowner walkthroughs prior to completion along with key handovers at completionMeet with homeowners pre and post-completion, as needed to review deficiencies and document issues for repair etc.Oversee and manage Customer enquiries/complaints ticket logsManage and support day to day operations is: Issue work orders for trades to perform deficiency workTrain 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 deficienciesUtilize customer experience software to log,



track and issue trade work for all deficienciesDevelop CRM and tracking system to improve operations efficiencyContribute 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 objectivesQualificationsRequired Knowledge, Skills, and AbilitiesPassion for construction, real estate development and community buildingEye for building detail and consistency in standard for delivered productA customer service-oriented personality with a firm but fair approachPunctuality 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 GuideA team player, personable with a positive outlook on every situationOutgoing, strong verbal and written communication skillsAbility to work independently with minimal supervisionDisciplined with time management, capable of working under pressure with multiple projects and tasks with simultaneous deadlinesProficient with Microsoft Office (Office 365)Required Training and ExperienceMinimum 5 years work experience in customer service within a real estate development company, minimum 3 years in a management roleThe successful candidate will be required to travel to different sites and must have access to their own vehicleSite locations are but not limited to:TsawwassenBurnabyWork 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

📌 Director, Customer Care (Vancouver)
🏢 Aquilini Group
📍 Vancouver