Customer Care Coordinator - Vancouver, Canada - Shape Properties Corp.

Shape Properties Corp.

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

CUSTOMER CARE:
THE SHAPE DIFFERENCE
SHAPE is set apart by the superior experience we offer across all facets of our business.

We mind the details, take a proactive approach, and constantly seek opportunities to provide an unmatched level of customer service.

With thousands of homes being handed over in the coming years, the Customer Care team upholds and exceeds this high level of service for our valued Homeowners.

The Customer Care team ensures our residential purchasers are taken care of for much of the project cycle, from after-sales through to home handover and beyond.

By providing a superior experience, this team increases customer satisfaction, builds brand equity, and impacts our projects' value over the long term.

ABOUT THE ROLE

Customer Care Coordinators are the front-facing ambassadors of the SHAPE brand as well as work behind the scenes to deliver every element of our Customer Care program.

They are the first point of contact for Homeowners to navigate and enjoy their new homeownership experience. To uphold the highest quality standards, they work with trades, suppliers, and other departments within the company.

To succeed in the role, Customer Care Coordinators must enjoy a challenge, think creatively, and provide an outstanding customer experience.

They report directly to the Customer Care Director and work closely with SHAPE's construction, development, sales and marketing, conveyance, and property management teams.

Primary Job Responsibilities

Maintain the Customer Care Platform and be the first point of contact for Homeowners across all communication methods
General and administrative duties and special projects as required by the Customer Care team
Responsible for receiving, handling, and resolving Homeowner inquiries and providing general assistance to the Customer Care team
Work alongside conveyancing to manage, prepare, and distribute Homeowner correspondence, completion, and key handover packages
Coordinate and support Homeowner Orientations and Key Handovers
Receive, track, and support invoice processing for timely payment of various services
Collaborate with Customer Care and Marketing Departments to oversee operational needs
Ensure that all processes and administrative procedures are followed consistently, completely, and accurately
Prepare weekly reports for submitted deficiencies and progress updates
Assist with the training of flex teams ensuring all members have a thorough and detailed understanding of Customer Care processes, procedures, and expectations

Qualifications

Required Knowledge, Skills, and Abilities_
General knowledge of residential construction and presale
General knowledge of the Warranty and general home care is an asset
A customer service personality with a firm but fair approach
A team player, personable with a positive outlook on every situation
Selfmotivated, proactive, and adaptable with a strong willingness to learn and be challenged
Outgoing, strong verbal and written communication skills
Strong organizational and critical thinking skills
Particular attention to detail and consistency
Ability to work independently with minimum supervision
Disciplined with time management, capable of working under pressure with multiple projects and tasks with simultaneous deadlines
Ability to deal effectively with confrontational situations and maintain objectivity in public relations
Strong administrative skillset with intermediate to advanced computer skills with Microsoft Office (Office 365), Adobe, and other Construction or Sales related software
Flexibility in availability may be required to work extended hours, weeknights, and/or weekends as necessary
Required Training and Experience_
12 years' work experience in warranty/customer service, real estate, property management or similar field; residential construction or sales background is preferred
Relevant education (Certificate/Diploma/Degree) from a recognized institute is an asset
Experience with administration and coordinating schedules

Working Conditions

Benefits

Opportunity to represent some of the most significant real estate projects in Metro Vancouver (The Amazing Brentwood, The City of Lougheed, RC at CF Richmond Centre)
Continuous growth and opportunity with a significant number of homes coming in the following years (over 18,000 homes currently anticipated)
Join a bestinclass SHAPE team
Personal and professional development within the company and the industry
A competitive salary with performance bonuses
Comprehensive benefits package
A fun, collaborative, and autonomous work environment