ABOUT SHAPE
SHAPE is the real estate investment, development and management company leading some of the largest and most exciting projects in North America including The Amazing Brentwood, The City of Lougheed and RC at CF Richmond Centre.
Through our fully integrated platform, SHAPE specializes in complete neighbourhoods with a top-calibre mix of shops, restaurants, residences, entertainment and a complete range of daily services on rapid transit. By executing on every stage of the real estate process, from land acquisition to property management, we are able to collaborate more efficiently, work seamlessly and perform at the highest level. Every SHAPE property reflects lasting vision, bold creativity and obsessive attention to detail.
Our projects are complex, our vision is simple: deliver social and financial value for generations. With a proven ability to raise the bar across our diverse portfolio of assets, we build on where we’ve been to push the edge of better: for industry standards, quality of life and return on investment.
CUSTOMER CARE: THE SHAPE DIFFERENCE
SHAPE is set apart by the superior experience we offer across all facets of our business. We mind the details, take a proactive approach, and constantly seek opportunities to provide an unmatched level of customer experience. With thousands of homes being handed over in the coming years, the Customer Care team upholds and exceeds this high level of service for our valued Homeowners.
The Customer Care team, which includes Warranty Care, ensures our residential purchasers are taken care of for much of the project cycle, from after-sales through to home handover and beyond. By providing a superior experience, this team increases customer satisfaction, builds brand equity, and impacts our projects’ value over the long term.
ABOUT THE ROLE
The Warranty Administrator will be the front-facing representative of the SHAPE brand while also working behind the scenes to deliver every element of our warranty program. They will be the first point of contact for Homeowners as they navigate and enjoy their new homeownership experience upon taking possession of their home. To uphold the highest quality standards, they will work with trades, suppliers, and other departments within the company. To succeed in the role, the Warranty Administrator must enjoy a challenge, think creatively, and provide an outstanding customer experience. They will report to the Director of Warranty Care and work closely with SHAPE’s construction, development, and property management teams.
Primary Job Responsibilities
- Report to the Director of Warranty Care
- Act as the primary point of contact for homeowners, strata corporations, and internal stakeholders on warranty-related matters. Deliver clear, professional communication to manage expectations and effectively resolve conflicts
- Handle a high volume of phone calls and emails ensuring all inquiries are addressed promptly, politely, and professionally
- Process and manage warranty claims documentation, including forms, inspections and repair logs
- Organize and maintain a systematic filing system for easy access to warranty documents
- Ensure compliance with local regulations and warranty provider requirements, including tracking renewals and managing warranty claims
- Prepare meeting agendas and materials. Periodically attend site walkthroughs, record meeting minutes and distribute to internal and external stakeholders
- Provide administrative support for accounts receivables, including compiling invoices and reports
- Manage and update various databases that include home warranty tracker, purchase orders and warranty submission trackers
- Review as-built drawings, shop drawings and specifications, as needed, to assist in preparing warranty reports
- Provide backup support during Warranty Coordinators’ absences by scheduling, coordinating and overseeing trades during repair appointments
- Prepare and distribute monthly warranty updates to various internal and external stakeholders that include home warranty insurer and strata corporation representatives
- Collaborate with different departments such as Customer Care, Sales, Construction, Development and Mall Operations, to address warranty concerns
- Draft and issue repair notices for common areas to strata corporation representatives
- Work with trades and vendors as needed to ensure timely and quality workmanship
- Perform additional duties as assigned by the Director of Warranty Care
Qualifications
Required Knowledge, Skills, and Abilities
- General knowledge of the 2-5-10 Warranty, residential construction and presale
- A customer service personality with a firm but fair approach
- Proactive and adaptable with a strong willingness to learn and be challenged
- Understanding of construction practices and defect resolution
- Able to thrive in a fast-paced, demanding work environment while consistently demonstrating accuracy, effective time management and professionalism
- Excellent verbal and written communication skills
- Highly detail-oriented with exceptional organizational and critical thinking abilities
- Intermediate to advanced computer skills with Microsoft Office
Required Training and Experience
- High school diploma or equivalent required; post-secondary education in construction, business administration, or related fields preferred
- 2-year experience in warranty administration, construction, or property management
Benefits
- Opportunity to represent some of the most significant real estate projects in Metro Vancouver (The Amazing Brentwood, The City of Lougheed, RC at CF Richmond Centre)
- Continuous growth and opportunity with a significant number of homes coming in the following years (over 18,000 homes currently anticipated)
- Join a best-in class SHAPE team
- Personal and professional development within the company and the industry
- A competitive salary with performance bonuses
- Comprehensive benefits package
- A fun, collaborative, and autonomous work environment
Working Conditions
The Warranty Administrator may be required to travel to different sites when necessary and may be required to work the occasional weekend when necessary. The successful candidate may be required to be on the construction site (safety PPE will be provided).
Salary Range: $50,000-60,000/year
To apply, please visit our website at http://shape.ca/careers
