Customer Care Supervisor, Construction

4 weeks ago

Vancouver, Canada Amacon Full time

**About Us**

Driven by a passion for detail and a tradition of excellence in design and architecture, Amacon is recognized as one of Canada’s most influential real estate development and construction firms. With five decades of development and construction expertise, a precise level of design and craftsmanship is evident in all the homes and commercial developments that Amacon builds.

**Position Summary**

Amacon is looking for a dynamic individual with an eye for detail and high service level standards to join the construction team. This position is responsible for assisting the construction department to build homes on schedule and of the highest possible quality. This position is the point person to our valued customers and homeowners and will provide the highest quality customer care in pre-occupancy and after occupancy of their units. There are integral administrative duties within the construction department that are required to maintain efficiency and be on schedule and on budget.

**Position Responsibilities**
- Coordinate with homeowners and trades to ensure requested work is completed as per specifications
- Maintain a filing system for control of all customer lists, warranty calls, quality control lists, correspondence, and work orders by homeowners per project
- Oversee the Customer Care Team members, provide ongoing training, and review processes to increase efficiency
- Process and handle customer requests/inquiries and claims from homeowners, Strata corporations and Property Managers
- Help with the recruitment and selection of new Customer Care Team members
- Arrange meetings with homeowners at their convenience bearing in mind that your hours of work may vary and extending to some p.m. hours as required
- Provide superior customer service during Pre-Delivery Inspection (“PDI”)
- Meet with homeowners and contractors to resolve issues and oversee team decisions
- Arrange meetings with owners for PDI and walk-through appointments
- Manage and help resolve in-suite and common area deficiency items for new buildings
- Meet with trades to arrange deficiency repairs, make changes/corrections, etc. as required
- Record and monitor service requests information and forward to the appropriate person for implementation
- Follow up and monitor progress of individual requested items/claims by homeowner to ensure completion of these
- Follow up with warranty managers and representatives to confirm warranty action or customer contracts
- Keep a detailed telephone log of all warranty calls and customer details/calls
- Schedule repairs with homeowners, Amacon staff and/or trades person(s)
- Conduct professional and ethical representation to customers and employees
- Ensure the highest quality in our product and act as the quality control in new construction projects
- Call, arrange and schedule trades people to correct deficiencies
- Assist in completing Strata audits
- Assist in completing repairs and/or touch-ups to units at PDI and on-going customer warranty work as needed
- Perform other customer care/construction department duties as required

**Minimum Qualifications**
- Education: High School Diploma with a degree or diploma with an industry related focus
- Experience: 4+ years in customer service, preferably 1-2 years within the Construction & Development industry
- Minimum 1-2 years in Supervisory position
- Must have valid driver’s license, as it is required to drive from project-to-project
- Customer service focused with a talent for problem solving
- Must be punctual and reliable with a strong work ethic
- Proven effective communication skills (verbal and written)
- Able to work independently and make quick decisions using sound judgment
- Excellent organizational and time management skills
- Must have a strong attention for detail and be very organized
- Self-motivated and adaptable with a strong willingness to learn and be challenged
- Computer Skills: Strong understanding of the Microsoft Office Suite

**Work Schedule**

Amacon is an equal opportunity employer who offers competitive compensation and benefit programs. This position is located in downtown Vancouver. We thank you for your interest in this position but only those who are short-listed for an interview will be contacted. No phone calls please.

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