Customer Care Assistant

Townline is an industry-leading Vancouver-based real estate developer with over 40 years of experience creating thoughtfully designed homes and communities across British Columbia. From townhomes and high-rise towers to mixed-use and alternative housing solutions, Townline is known for its commitment to quality, innovation, and exceptional customer care. With fully integrated in-house Development, Construction, Finance, Sales, Leasing, Customer Care, and Marketing teams, Townline is involved in every stage of the development process.

Townline offers competitive compensation, comprehensive health benefits, an on-site gym and wellness centre, career development opportunities, and a convenient office location at Marine Gateway.

Reporting to the Director of Customer Care & Warranty, the Customer Care Assistant supports the Customer Care team by coordinating homeowner communications, scheduling service activities, conducting walkthroughs, and assisting with warranty and deficiency management.

• Respond to homeowner, trade, and internal inquiries by phone and email.
• Support Customer Care Managers with service requests, homeowner concerns, complaints, and escalations.
• Coordinate appointments, warranty assessments, repairs, Homeowner Orientations, Pre-Delivery Inspections, Customer Service Walkthroughs, Client Walkthroughs, and Key Handovers.
• Conduct walkthroughs as required, record deficiencies electronically, and maintain accurate records in CRM and deficiency management systems.
• Monitor service requests, provide progress updates, and follow up with trades to ensure timely completion of repairs.
• Prepare homeowner correspondence, completion packages, key handover documentation, and other customer care materials.
• Assist with warranty claims administration and general departmental reporting and administration.
• Build positive working relationships with homeowners, trades, consultants, site teams, and internal stakeholders.
• Ensure customer care processes, service standards, and administrative procedures are followed consistently and professionally.
• Perform other duties as assigned.

• Minimum 3 years of customer service, customer care, property management, construction, or related experience.
• Strong customer service, communication, conflict resolution, and interpersonal skills.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Detail-oriented with strong administrative and record-keeping abilities.
• Proficient in Microsoft Office; experience with CRM and deficiency management software is an asset.
• Ability to work independently and collaboratively in a fast-paced team environment.
• Committed to professionalism, accountability, teamwork, and delivering exceptional customer experiences.