Job Description

Position: Customer Care – Warranty Coordinator

Reports to: Director, Customer Care

Term: ASAP - November 28, 2026

About Us

Aquilini Group (“AG”) is a diversified family business founded in Vancouver, BC more than 50 years ago with roots in the real estate development and construction industry. Today the company owns and manages an international real estate portfolio that includes commercial and residential properties, hotels, golf courses, vineyards and blueberry and cranberry farms. In addition to these ongoing pursuits, AG has expanded its holdings to include assets in the sports & entertainment, renewable energy, aquaculture, tourist attractions, restaurants and food & beverage industries.

This opportunity within our Real Estate Development division focuses on the needs of our new home buyers. Aquilini Development has delivered thousands of homes ranging from single family homes to townhomes to apartments, across the Lower Mainland and BC. Currently, our portfolio has a large component of master plan communities developed in partnership with the First Nations. We are proud of the work we are doing with our Indigenous Partners and strive to bring forth a more affordable option for homeownership in our market. One of our most recent completed communities is Tsawwassen Shores which is now fully occupied with over 550 families.

We are seeking a highly organized and customer-oriented individual to join our team as a Customer Care – Warranty Coordinator on a 8-month contract. In this role, you’ll support the current Warranty Coordinator in contacting homeowners, ensuring exceptional service throughout the warranty period. Reporting to the Director, Customer Care you will become a customer facing representative of the Aquilini Development brand.

Primary Job Responsibilities

• Support the Customer Care team in delivering an exceptional experience.
• Interpret warranty guidelines and standards accurately, providing homeowners with guidance on basic troubleshooting, maintenance, and operations.
• Utilize customer experience software for logging, tracking, assigning work, and maintaining KPIs.
• Coordinate with the Customer Care Representative and trades to schedule warranty service appointments with homeowners.
• Schedule and assist with conducting homeowner walkthroughs prior to completion, as well as key handovers at completion.
• Collaborate with construction and customer care teams to identify potential issues, trends, and areas for improvement.
• Cultivate and maintain relationships with trades and suppliers throughout the warranty period.
• Create and send reports to homeowners, trades, construction teams, and other relevant groups as needed.
• Provide general administrative support as needed

Additional / As Needed Support

• Lead comprehensive home orientations for purchasers, demonstrating the operation of mechanical systems, explaining maintenance requirements and warranty periods, and identifying any deficiencies to be addressed before possession.
• Assist the Customer Care team in physically preparing for building completion by testing keys and fobs, re-inspecting units, placing gifts, and performing general light cleaning.
• Conduct key pick-up appointments with purchasers, providing keys, reviewing parking and storage, re-reviewing the unit, giving an overview of the new home warranty, and managing the signing of applicable paperwork.
• Other projects as needed

Qualifications

Required Knowledge, Skills and Abilities

• Customer service orientated personality with a firm but fair approach
• Passion for construction, real-estate development and community building
• Knowledge of New Home Warranty and BC Housing Residential Construction Guide
• Outgoing, strong verbal and written skills
• Self-motivated with the ability to work independently with minimal supervision
• A team player, personable with a positive outlook on every situation
• Disciplined with time management, capable of working under pressure with multiple projects and tasks with simultaneous deadlines
• Proficient with Microsoft Office (Office 365)

Required Training and Experience

• Minimum 1 year work experience in customer service
• Minimum 1 year experience or relevant education in a construction related field or program
• Experience in residential construction, renovation, or restoration is preferred but not required
• Experience with Microsoft Office (Outlook, Word, Excel) and Construction related software

Working Environment

• This position is primarily based out of our downtown Vancouver office.
• Occasional travel to project sites may be required to support team needs.
• Site locations may include (but are not limited to):
  • Tsawwassen
  • North Vancouver
• From time to time, site visits may involve being on your feet for extended periods and working both indoors and outdoors in varying weather conditions.
• Personal vehicle access is considered an asset for site travel.

BY JOINING AQUILINI, you will find:

• A challenging work environment in which honesty, discipline, integrity, excellence, and teamwork are highly valued;
• Opportunities for development and growth.