Concord Pacific Developments Inc. Hiring for Senior Manager, Customer Care at Vancouver, BC Full Time

This is a middle management position at the Vancouver office of a leading condominium developer. Primary role includes:

Liaison with strata management to facilitate a smooth handover of new buildings and a sustainable operation of existing buildings

Manage relationship with strata corporations and resolve complaints form strata council

Handle complicated service requests, complaints, warranty issues, insurance claims or legal cases filed against the developer from individual owners or strata corporations

Coordinate and resolve in-suite and common area deficiency items for newly completed and existing buildings in a timely manner

Attend AGM and strata council meetings as Customer Care representative when required

Conflict resolution between customers/strata corporations, internal departments, contractors, consultants and warranty providers

Monitor progress of individual service requests and generate analytical reports for senior management through the Company’s database and customized platform

Prepare communication materials to customers in electronic, web-base and printed formats

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 train junior management and temporary staff

Provide general support to the customer relations team and work with senior management to strategize, plan and execute new initiatives

Requirements, Skills & Experience

A minimum of 8-to-12-year experience in one or more of the following fields: new home warranty, strata management, construction, real estate and customer services

A seasoned negotiator with proven experience in resolving complaints and conflicts

Has in-depth knowledge of the Strata Property Act and how a strata corporation operates

Excellent organizational, time management and problem-solving skills

Intermediate to advanced working skills in Microsoft Office, database, power point and CRM software.

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

Valid Drivers’ license

Flexible to work occasional extended hours and weekends

Desired Personality and Temperament

Always stay positive and carry a can-do attitude

Enjoy problem solving and eager to come up with workable solutions

A person with empathy of others and can quickly establish rapport with people from all walks of life and background

A great communicator who is both a patient listener and an articulate speaker

Score high on emotional quotient and stay calm and professional in crisis or contentious situations

Work well independently and in a team environment

Only qualified candidates will be contacted