*Maternity Leave Coverage (10-months Fixed-term)
ABOUT SHAPE
SHAPE is the real estate investment, development and management company leading some of the largest and most exciting projects in North America including The Amazing Brentwood, The City of Lougheed and RC at CF Richmond Centre.
Through our fully integrated platform, SHAPE specializes in complete neighbourhoods with a top-calibre mix of shops, restaurants, residences, entertainment and a complete range of daily services on rapid transit. By executing on every stage of the real estate process, from land acquisition to property management, we are able to collaborate more efficiently, work seamlessly and perform at the highest level. Every SHAPE property reflects lasting vision, bold creativity and obsessive attention to detail.
Our projects are complex, our vision is simple: deliver social and financial value for generations. With a proven ability to raise the bar across our diverse portfolio of assets, we build on where we’ve been to push the edge of better: for industry standards, quality of life and return on investment.
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 experience. 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 an elevated experience, this team increases customer satisfaction, builds brand equity, and impacts our projects’ value over the long term.
ABOUT THE ROLE
This is a fixed-term position to provide maternity leave coverage for 10 months.
Customer Care Coordinators are the front-facing ambassadors of the SHAPE brand as well as behind the scenes support 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, Coordinators work with Homeowners, service providers, and other SHAPE teams. To succeed in the role, Coordinators must enjoy a challenge, think creatively, and provide an outstanding customer experience. They report directly to the Customer Care Senior Manager and work closely with SHAPE’s sales and marketing, conveyance, construction, development, 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 (walk-in, phone, and email inquiries)
- Uphold and represent the SHAPE brand in all interactions with homeowners, trades, service providers, and internal and external teams
- Responsible for receiving, handling, and resolving Homeowner inquiries
- Coordinate and support Homeowner Orientations and Key Pick Up appointments
- Work alongside Conveyancing to manage, prepare, and distribute Homeowner correspondence, completion, and key handover packages
- Receive, track, and support invoice processing for timely payment of various services
- Provide general assistance to the team and complete administrative duties and special projects, as required
- Ensure that all processes and administrative procedures are followed consistently, completely, and accurately
- Collaborate with Sales, Marketing, and Warranty departments to oversee operational needs
- Prepare weekly reports for inspection and turnover 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
- Balance a wide, holistic view of company goals with daily minutiae and manage time spent on each accordingly
Qualifications
Required Knowledge, Skills, and Abilities
- General knowledge of residential construction and presale
- A firm but fair, customer-centric approach
- Self-motivated and a team player; personable and positive outlook with every situation
- Agile to consider alternate ideas and plans, applying timely changes as necessary
- 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
- Experience with administration and coordinating schedules
- 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
- 2+ years’ work experience in customer service or warranty, real estate, property management or similar field
- Background in residential construction is an asset
- General knowledge of the 2-5-10 Warranty and general home care is an asset
- Mandarin and/or Cantonese language proficiency is an asset
Working Conditions
- Customer Care Coordinators may be required to travel to different sites when necessary and may be required to work the occasional weekend when necessary. The successful candidate may be required to be on the construction site (safety PPE will be provided)
- The successful candidate may have the opportunity to experience other job roles of various departments in SHAPE, if required within the project cycle between properties
- This is a fixed-term position for 10 months
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 best-in class 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
Salary Range: $48,000-58,000/year