Customer Care Site Administrator

Description

Wesgroup Properties started as a family business in British Columbia more than 60 years ago and today is one of Western Canada’s largest private real estate companies with a diversified portfolio spanning across residential and commercial real estate. Wesgroup owns and manages over 3.7 million square feet of commercial and multi-family real estate and has built more than 7,000 homes in 100 communities. With the active projects in our development pipeline, the portfolio will grow to over 7 million square feet over the next five years. Our operations are vertically integrated, encompassing land acquisition, construction, finance, design, marketing, sales, leasing, and property management. We have a long history of looking forward and we are dedicated to conducting business in line with our values of adaptability, accountability, relationships, and observing The Golden Rule without fail.

PROFILE SUMMARY

Wesgroup is poised for substantial growth over the next several years and in preparation for this exciting and challenging phase, we are actively seeking a highly engaged, driven and experienced Customer Care Site Administrator to join our team.

The site-based Customer Care Administrator provides administrative and office reception support to the Assistant Director, Customer Care and Warranty Supervisor, as well as the entire customer care team. This role is the first point of contact for homeowners when reaching out to Wesgroup in person at the Wesgroup Customer Care office. The Site Administrator is responsible for overseeing and contributing to an amazing customer experience by ensuring homeowners’ needs are met, they are communicated with, and information is provided quickly. The successful candidate is a capable multi-tasker, problem solver and can prioritize workloads. Additional responsibilities include liaising with project team members, trades, and multiple Strata Property Management teams to facilitate warranty service and other special tasks.

KEY ACCOUNTABILITIES
 

• Provide friendly, courteous, knowledgeable, and empathetic communication in person, via e-mail correspondence and over the phone. Responsible for guiding homeowners through login concerns on the online portal and updating homeowner information in the database. Maintain site office cleanliness, ordering supplies and other assigned tasks requested.
• Liaise with external groups such as property managers, trade partners, Strata Corporations, and Realtors to facilitate the needs of the external groups. Liaise with other departments within Wesgroup such as Sales, Marketing, Construction, and Property Management on various joint projects to improve the customer experience. Communicate with homeowners regarding service requests and the warrantability / unwarrantability of service requests. Assist with scheduling internal staff and external Trades and contractors as required.
• Assist service representatives and the Customer Care team as required to complete all outstanding service requests for projects under warranty. Assist with knowledge gathering and reporting on service requests and common issues and themes to Customer Care and other departments as required.
• Create and be accountable for Purchase Orders (POs) for projects under warranty and projects in the customer care workflow as required. Assist in outsourcing work by obtaining quotes for approval by the warranty supervisor, subsequently, take responsibility for creating and maintaining accountability for Purchaser Orders (PO’s) for projects under warranty and those within the Customer Care workflow.
• Assist with building completion during Key Pick up stage. This includes being on site as needed to assist during periods of heavy volume to assist with providing access for appraisers, providing keys to homeowners, distributing gifts, and special projects to enhance customer experience.

QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
 

• 1-year administrative experience, Customer Care and/or construction experience
• Construction background, ability to read and interpret drawings, problem solving skills
• Administrative support including a high degree of competency with Microsoft Outlook, Excell, Teams
• Scheduling experience and excellent communication skills acting as a liaison between external trades, Wesgroup staff, homeowners and residents of our communities.
• Ability to take and follow directives and meet required KPI’s.
• Some physical effort may be required. Job is based onsite at the River District and will require travel to all other metro Vancouver projects under warranty

EXPECTED COMPENSATION
 

• The expected salary range for this role is $55,000 - $65,000 per annum. Actual offered salary will depend on individual experience, qualifications, geographic location, market conditions for the role, and internal equity.
• Annual Bonus Program - Wesgroup also offers a competitive Annual Bonus Program that is intended to financially reward eligible employees for their contribution to the Company’s financial, and overall success.

WHAT WE OFFER
 

• A competitive compensation package with robust and extensive health benefits. Relocation support with also be provided for out-of-province/country successful candidates.
• A fun and inclusive culture supported by an employee-led Culture Committee with sponsorship from the President, providing you with opportunities to participate in group workouts, team sports, company-wide social events or celebrations, and other great initiatives that foster Wesgroup’s culture.
• The Wesgroup Store, stocked with amazing name-brand apparel and items to purchase using points earned for milestones, participation, and going above and beyond.
• A Lifestyle Spending Account which includes coverage for fitness, daycare, and eldercare costs. Wesgroup also covers the cost for all employees to attend two fitness classes per week at partnering fitness facilities to promote wellbeing.
• Wesgroup supports a broad range of community initiatives through donations and employee volunteer activities, including paid days off to volunteer your time each year and give back to our communities.
• Stocked kitchens with healthy (and not-so-healthy!) snacks, fresh fruit and veggies, sparkling water, premium coffees and teas with a wide range of dairy alternatives to support your daily caffeine hit.

HOW TO APPLY

If you are interested in exploring this exciting opportunity to join one of Western Canada’s largest real estate companies, please visit our website at https://wesgroup.ca/careers/ and apply with your resume and cover letter today. We thank all applicants for their interest; however, only those selected for follow-up will be contacted.

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