Customer Care Officer

7 months ago

Vancouver, Canada Concord Pacific Developments Inc. Full time

Concord Pacific Developments Inc. is Canada’s largest master-planned community builder. It was formed in 1987 to develop Concord Pacific Place on the former Expo lands in downtown Vancouver, Canada.

Concord has not only transformed the Concord Pacific Place Vancouver skyline, the Group has also built the second largest master-planned community, Concord CityPlace in Toronto (Concord Adex), in addition to other communities of scale across the country with expansion also to London, United Kingdom and Seattle, United States. Concord has built over 150 towers with an additional 50 in various stages of planning and development. Concord is committed to a multitude of neighbourhoods and city-wide community sponsorships and charities. It has also been making art accessible to the community neighbourhoods by establishing Canada’s largest public art program.

Over the past 30 years, The Concord Group of companies has also diversified into business sectors such as: software and information technology, telecommunications, and green energy projects in solar, wind and hydroelectric power generation.

We are actively hiring an officer to support our homeowner team with customer walk-throughs in the building launch stage of development. You will work closely with the homeowner team, client and construction to ensure the best support is provided.

**Job Descriptions**:

- Arrange events and programs related to project completion (e.g. pre-closing information seminar, webinar, pre-completion suite inspection, purchaser walk-through, key pick-up, first AGM info session and post-closing receptions)
- Process and resolve reported deficiencies from new buildings, service requests from existing projects and other general enquiries/claims from homeowners; use the Company’s database to manage, monitor and follow up on progress for all requests while maintaining timely and professional updates with homeowners
- Identify and report potentially contentious or recurring incidents in a timely manner to supervisor for fast-track resolution
- Effectively and efficiently coordinate with other internal departments, property management, consultants, suppliers and warranty providers
- Prepare communication materials to customers in electronic, web-base and printed formats
- Provide general support to the customer care team
- Organize / Accomplish team work in all events and programs when hosted by Customer Care
- New job assignment may be assigned when required

**Requirements**:
**Skills & Experience**
- A minimum of 3 year experience in one or more of the following fields: new home warranty, construction, property management, real estate home inspection and customer services
- Intermediate to advanced working skills in Microsoft Office, database and CRM software; knowledge in Maximizer and Conasys is an advantage
- Excellent organizational, time management and problem solving skills
- Fluent English and excellent business writing skills. A second language is an added asset but not mandatory.
- Post-secondary education or training in related fields
- Valid Drivers’ license
- Flexible to work occasional extended hours and weekends

**Desired Personality and Temperament**
- Always positive and carry a can-do attitude
- A well-presented, personable individual who can quickly connect with people from all walks of life and background
- A great communicator who is both a patient listener and an articulate speaker
- Work professionally and efficiently even under pressure and contentious situations
- Work well independently and in a team environment

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