Customer Service Manager

11 hours ago

Esquimalt, Canada Aragon Properties Ltd. Full time

Customer Service Manager - Residential Homes

**Location**: Esquimalt, BC

**Salary**: $75,000 per year

**About Us**:
At our company, we bring an unwavering commitment to quality and craftsmanship to every stage of the building process—from land acquisition to construction, interior design, and property management. With all aspects of development handled in-house, we maintain a comprehensive view, enabling us to make better decisions and deliver homes of exceptional quality and lasting value.

We pride ourselves on setting new design standards, challenging traditional real estate models, and embracing the importance of creating living spaces that reflect and adapt to a changing environment. Our goal is to craft innovative and sustainable homes that move people forward and enhance their lives. If you’re passionate about working with a team that values creativity, excellence, and integrity, we invite you to join us on our journey.

**Position Overview**:
With a focus on customer satisfaction and exceptional service, we strive to exceed expectations for every homeowner.

**Key Responsibilities**:

- **Leadership**:Manage and mentor the customer service team to ensure high performance and alignment with company values and standards.
- **Homeowner Experience**: Oversee all customer interactions, ensuring timely, professional, and empathetic resolution of inquiries, concerns, and warranty claims.
- **Warranty Program Oversight**: Develop and maintain processes for managing warranty claims in compliance with BC Housing regulations and other applicable standards.
- **Vendor and Contractor Management**: Build and maintain strong relationships with contractors and vendors to ensure timely completion of warranty-related work with high-quality outcomes.
- **Reporting and Analytics**: Track and analyze customer service metrics to identify trends, improve processes, and enhance overall homeowner satisfaction.
- **Continuous Improvement**: Implement initiatives to improve customer service processes and homeowner experiences based on feedback and industry best practices.
- **Stakeholder Communication**: Collaborate with internal teams, including construction and sales, to address homeowner concerns and provide seamless service.
- **Issue Resolution**: Handle escalated complaints or complex warranty issues with tact and efficiency, ensuring positive outcomes.

**Qualifications**:

- 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
- Strong knowledge of residential home warranties, including relevant BC regulations.
- Exceptional leadership, communication, and organizational skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and a customer-focused mindset.
- Familiarity with construction processes and terminology is an asset.

**What We Offer**:

- Comprehensive benefits package, including health and dental coverage.
- Opportunities for professional growth and leadership development.
- A dynamic and supportive work environment.
- Education and Health Benefit

Pay: $75,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Tuition reimbursement
- Wellness program

Schedule:

- Monday to Friday

Work Location: In person

Expected start date: 2025-02-03

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