Customer Care Manager/assistant Manager - Vancouver, Canada - Concord Pacific Developments Corp.

Concord Pacific Developments Corp.

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

About us

Concord Pacific Developments Corp. is Canada's largest masterplanned 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 includes:

Coordinate and resolve insuite 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, webbase 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 (preclosing information seminar, internal staff training, briefing session with property management, precompletion suite inspection, purchaser walkthrough and key pickup)
Supervise and provide training for junior and temporary staff
Collaborate with the team onsite to carry out and finish scheduled preclosing 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 service
A seasoned negotiator with proven experience in resolving complaints and conflicts
Demonstrate excellent organizational, time management, and problemsolving 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
Fluency in a second language is an added asset but not mandatory
Postsecondary education in related fields with college or university degree preferred
Possess a Valid Drivers' license
Flexible to work occasional extended hours and weekends

What we offer