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.

Key Responsibilities    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.

Skills & Qualifications    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.