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Customer Care Representative

7 months ago

Vancouver, Canada Aquilini Development & Construction Full time

**Position**: Customer Care Representative, Construction

**Reports to**: Director, Customer Care

**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. One of our most recent completed communities is Tsawwassen Shores which is now fully occupied with over 550 families.

**Job Summary**

We are seeking a highly organized and customer-oriented individual to join our team as a Customer Care - Representative. As the Customer Care Representative, you’ll oversee the seamless deliver of quality homes to purchasers by conducting inspections, managing warranty work, and addressing homeowner concerns. Reporting to the Director, Customer Care you will become a customer facing representative of the Aquilini Development brand.

**Primary Job Responsibilities**
- Collaborate with Customer Care and Construction teams to deliver quality homes to our purchasers
- Assist team with conducting quality control inspections in preparation for building completion and purchaser walkthroughs
- Conduct a complete and comprehensive orientation of the homes mechanical functions, explaining operations, maintenance and warranty periods with purchasers
- Collaborate with the Warranty Coordinator to track, prioritize and communicate all warranty work, ensuring timely resolution and transparency
- Review and troubleshoot reported deficiencies in occupied homes and common areas to determine warrantability and necessary trade involvement
- Address and rectify warrantable deficiencies by arriving to all appointments prepared with necessary tools and materials
- Provide exceptional communication and customer service with the ability to be firm but fair
- Collaborating closely with the Construction team to address and resolve all issues identified

**Qualifications**

**Required Knowledge, Skills, and Abilities**
- Understanding 2-5-10 New Home Warranty and Residential Construction Performance Guide
- Comprehensive understanding of industry terminology, specifications and best practices
- Strong interpersonal skills
- Multitasking and time management skills with the ability to prioritize tasks
- Ability to work with little to no supervision and in a team environment
- Ability to life up to 50lbs

**Required Training and Experience**
- Minimum of 5 years relevant residential construction experience
- Knowledge and demonstration of proficiency in multiple trade functions such as carpentry, drywall, painting, plumbing and electrical
- Ability and proficiency in using all tools related to construction to complete repairs and deficiencies

**Working Environment**
- 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

**BY JOINING AQUILINI, you will find**:

- A challenging work environment in which honesty, discipline, integrity, excellence, and teamwork are highly valued;
- Opportunities for development and growth.