The story of Bosa Properties is one of entrepreneurship, commitment and a passion for real estate and construction that began over 50 years ago. Decades in the business have taught us how to create homes that are timeless in design, universal in their appeal, and comfortable for homeowners at every stage of life. Each home we build is more intelligent than the last, and we are constantly thinking about how we can improve and innovate. Being a forward-thinking company matters to us and influences everything from where we build our projects to the amenities and technologies we build into them. Today, our hallmark of excellence is more than a promise; it’s a standard by which we live.
About the Role:
The Director, Customer Care is on the front-line of Bosa Properties, ensuring that our Customer Centric culture and philosophy is championed. The role of the Director is to build on a reputation of excellence and create an innovative customer care and warranty management program that maintains and furthers Bosa’s reputation for building quality homes and ensures buyers’ satisfaction is exceeded. During the development of the property, the Director works closely with the Construction, Development and Marketing & Sales teams to offer objective input on design, specification and functionality. In addition, key requirements of the role are as follows:
Lead building turnover coordination meetings approx. 6 months prior to building occupancy. (i.e., ensure development, development construction, axiom, customer care and sales are aligned with clear goals and target deadlines).
Work with the Sales Administration team to ensure a smooth transition for all homeowners.
Manage team of Customer Care representatives to ensure standards are achieved to resolve warranty and deficiency concerns.
Utilize data provided by Bosa’s proprietary Customer Care Portal, in order to make intelligent decisions about resource allocation, performance of sub-trades and suppliers.
Interface with the Property Manager to ensure building systems are managed and maintained in accordance with the Home Owner Protection Act and Warranty requirements/guidelines.
Constantly assess the quality of service provided to our Customers, in an effort to continually improve our Customer Experience.
Develop and maintain growth development plans for team members. Foster a positive work environment and consistently supports continuous learning. Provides consistent, balanced and timely performance feedback on customer support performance as related to call and case audits.
Create a high-performance culture of excellence that permeates the customer and employee experience.
Develop & maintain relationships with Construction, Development and Marketing & Sales teams to allow for continuous communications, issue avoidance & resolution.
Demonstrate ability to manage through organizational complexity and ambiguity, working with leaders and stakeholders in a fast paced/time sensitive environment while managing multiple competing priorities.
Establishing rigorous processes to track and measure building / unit deficiencies and warranty issues.
Providing measurable and specific data to Development and Development-Construction design teams identifying areas of improvement for projects.
Interfacing with Property Management companies over life of the building warranty period.
Act as the primary liaison between Axiom’s Quality Control team and the customer care. Ensure handover / completion schedules are aligned and followed.
Direct Customer Care team(s) to ensure that turnover of units with Bosa towers get handed over on time and meet or exceed the expectations of our purchasers.
Review project MSF’s prior to issuance and advise of any concerns relating to specifications or design intent which may cause concerns for the customer care team post occupancy.
What you Bring:
Customer Centric attitude and approach to problem resolution.
Desire to evolve and grow processes for the betterment of our Customers.
Data driven, coupled with high EQ.
Works well under pressure to meet ongoing and overlapping deadlines with short time constraints.
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
Ability to communicate effectively via email, chat, in person and by phone.
Excellent communication and relationship building skills.
Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment.
Highly organized with a strong work ethic.
Good mix of providing direction and rolling up one’s sleeves to get things done.
Excellent communicator and very organized.
Embraces new technology and always seeks to find a “better way”.
Our Must Haves
Knowledge of Homeowner Protection Act, and applicable warranty requirements in British Columbia.
Knowledge of Strata Property Act and experience working in property management and/or with strata corporations.
5-10 years of Customer Care and Service experience, preferably in Real Estate.
Well-versed in residential construction and building maintenance.
Your Rewards
Our most important offering to anyone that joins the Bosa Properties team is our culture of innovation, achievement, and ownership. We bring out the best in each other by constantly striving to be world class in all we do. These values are reflected in our Real Estate Projects, our Company, and our People.
At Bosa, we also offer a very competitive compensation structure that supplements your regular income with a robust benefits package:
Medical and Dental Coverage: Our industry leading benefits package covers you and your dependents at no cost
RRSP Matching: We support your future goals by matching up to 5% of your RRSP contributions.
Friends and Family Program: Early and exclusive access to our newly released projects
BOSAconnect™: Our annual development conference that is designed and hosted by our leadership and complemented by a range of world-class speakers and workshop experts.
Professional Development and Education Support
How to Apply
Please submit an application at the link provided. We value your interest in the Bosa Family of Companies. While we can only respond to shortlisted applicants, we will keep your information on file and consider you for future opportunities as they come available.
Apply Now
To help us with our recruitment effort, please indicate your email/cover letter where (vacanciesincanada.ca) you saw this job posting.