Reports To:  Associate Director, Customer Care

Position Summary: This role is primarily responsible for contributing to a high occupancy rate and increasing tenant satisfaction.  This is achieved through demonstrating excellent skills in: tenant relations, communication, sales, administration and organization. Other projects and duties as required.

Responsibilities:

Online leasing & Customer Care

• Daily monitoring of vacancy to identify trouble spots.
• Logging and responding to electronic and phone inquiries from prospective tenants
• Communicating with Operations regarding rental inquires, applications, appointments and questions
• Performing follow-ups with prospects, site staff, and operations managers with the intent to maintain 100% occupancy and high tenant satisfaction in all assigned assets
• Answering incoming sales and administration calls
• Responding to sales and administration emails.
• Scheduling and tracking of appointments, liaising with operations.
• Reviewing call recordings and tracking designated KPI’s
• Providing refresher training and coaching to operational staff
• Promoting a team based atmosphere with the onsite, regional and head office staff
• Phone and onsite training
• Daily monitoring of vacancy to identify trouble spots.
• Provide support, training and coaching to operational staff
• Support team and company based project and program initiatives

Resident Satisfaction

• Performing resident satisfaction, move-in, and move-out surveys over the phone with current tenants. Synthesizing and analyzing survey data
• Providing real-time support for tenants via various contact methods

Qualifications:

• College or University education
• Demonstrated history of outstanding customer relations skills
• Computer proficiency
• Excellent written and verbal skills
• Sound organizational skills with the ability to multi task
• Flexibility to work varying shifts within our hours of operation
• Contributes to team atmosphere
• Bilingual when required