Customer Care Manager

7 months ago

Vancouver, Canada Concord Pacific Developments Corp. Full time

Customer Care Manager/Assistant Manager

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 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 neighborhood and city-wide community sponsorships and charities. It has also been making art accessible to the community neighborhoods 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.

**The Role**:
This is a middle management position at the Vancouver office of a leading condominium developer. Primary role of the Home Warranty & Customer Care Manager includes:

- Coordinate and resolve in-suite and common area deficiency items for newly completed buildings, and facilitate the timely process of customer service requests from homeowners of existing buildings under warranty.
- Process inquiries, service requests, and other claims from strata corporations promptly. Attend AGM and strata council meetings as required.
- Conflict resolution between customers/strata corporations, internal departments, contractors, consultants and warranty providers
- Utilize the Company’s database to follow up and monitor progress of individual service request cases as well as to generate analytical reports for senior management
- Prepare communication materials to customers in electronic, web-base and printed formats
- Handle administrative tasks with attention to detail, keeping track of service requests, and organizing solutions in shared drives.
- Organize events and programs related to project completion (pre-closing information seminar, internal staff training, briefing session with property management, pre-completion suite inspection, purchaser walk-through and key pick-up)
- Supervise and provide training for junior and temporary staff."
- Collaborate with the team on-site to carry out and finish scheduled pre-closing programs, getting everything ready for new occupants in both individual units and common areas.
- Offer general support to the customer care team and collaborate with senior management on strategizing, planning, and executing new projects to improve performance and logistics

**Skills & Experience**
- A minimum of 7 to 10 year experience in one or more of the following fields: new home warranty, construction, property management, real estate and customer services
- A seasoned negotiator with proven experience in resolving complaints and conflicts
- Demonstrate excellent organizational, time management, and problem-solving skills with intermediate to advanced proficiency in Microsoft Office, database, and CRM software. Knowledge in Maximizer and Conasys is an advantage.
- Fluent English and excellent business writing skills. A second language is an added asset but not mandatory.
- Post-secondary education in related fields with college or university degree preferred
- Posses a Valid Drivers’ license
- Flexible to work occasional extended hours and weekends

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