Construction Quality Assurance & Customer Care Representative

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. We own and manage over 4 million square feet of commercial and multi-family real estate and have built thousands of homes in dozens of communities. With the active projects in our development pipeline, the asset portfolio will grow to over 5 million square feet during 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 Representative to join our team. 

As the Customer Care Representative, you will report to the Quality Control Manager, and you will be responsible for the review and repair of any warrantable defects brought to the attention of the Customer Care Department. You will contribute to an overall great customer experience and ensure each project is delivered in accordance with Wesgroup’s performance standards.

You will be in a client-facing role that is responsible for activities related to pre-occupancy and the New Home Warranty, both before and after homeowners take possession of their new homes, ensuring these tasks are completed in a professional, thoughtful, and courteous manner.

KEY ACCOUNTABILITIES

• Utilize Autodesk software to enter, track, and complete deficiencies. Conduct Quality Control inspections prior to building completion as directed by Quality Control Manager. Re-inspect deficiency items as needed prior homeowner orientation and facilitate access for trades, cleaners, and check attendance of trades and monitor quality and completeness of work.
• Complete minor repairs using basic hand tools within residential homes related to plumbing, electrical, cabinets, flooring, including cosmetic type surface repairs. Educate and provide information to homeowners on the components of multi-family buildings.
• Complete homeowner orientation with Purchasers/residential Property Management in advance of completion, explain features, mechanical components, maintenance and create a deficiency list of any defects in Autodesk while conducting the orientation. Oversee completion of the homeowner orientation deficiency list and ensure all items are complete prior the re-inspection or possession date. Coordinate with trades and site staff as needed.
• Liaise with Customer Care Department to facilitate any required follow up, special requests, or incidental repair work to ensure best possible customer experience.  Prepare the home for homeowner key pick up. Including any final missed cleaning, placing gifts, tumbling keys, miscellaneous building, and homeowner related tasks. Perform other duties as assigned by Managers.
• Understand and communicate details on building layouts, general building details, policies regarding the 2-5-10 New Home Warranty, and construction industry standards.
• Resolve warranty work orders issued by the Customer Care Department as required and ensure detailed and accurate review and repair description details are updated for each service request on CRM platform and Salesforce. Attend and participate in all assigned project meetings with construction and customer care.

QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

• 5 years relevant experience with residential construction, quality control or finishing carpentry is required.
• Post-Secondary or diploma/certificate in trades training, Journeyman designation or related experience is an asset.
• Ability to read and interpret specifications, drawings and other construction related documents. 
• Experience using MS Office suite and other Construction related applications and possess proficient computer skills.
• Experience with industry related CRM systems is considered an asset
• Knowledge of the warranty guidelines set forth by the BC Residential Performance Guide.
• Ability to complete minor repairs within residential homes related to plumbing, electrical, cabinets, flooring, including cosmetic type surface repairs. Must have basic hand tools.
• Strong communication skills, both written and verbal.
• Self-motivated and adaptable with a strong willingness to learn and be challenged.
• Ability to lift 50lbs.
• This job is based on site at the River District and Brewery District and will require travel to all other metro Vancouver projects Customer Care is involved with.

EXPECTED COMPENSATION

• Annual Base Salary: The expected salary range for this role is $75,000 - $80,000 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 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

• An entrepreneurial environment that enables people to do their best work and make a meaningful contribution to our local communities.
• A competitive compensation package with robust and extensive health benefits including a generous Health Care Spending Account.
• 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.
• A fun and inclusive culture supported by an employee-led Culture Committee with sponsorship from the President & CEO, providing you with opportunities to participate in group workouts, team sports, company-wide social events or celebrations, and other great initiatives.
• Wesgroup supports a broad range of community initiatives through donations and employee volunteer activities, including five paid days off to volunteer your time each year and give back to our communities.
• 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 brand-new, beautifully designed office downtown with incredible views of the ocean and North Shore mountains, directly across the street from the Burrard sky train station.

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.