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Customer Service Coordinator
3 months ago
At Northview, we are a passionate, community-focused team dedicated to making our properties the best they can be. Headquartered in Calgary, AB, we currently operate in nine provinces and two territories, managing over 14,600 multi-residential units, 1.25 million sq. feet of commercial space, and 200 executive suites. We are proud to live, work, and play in the neighborhoods we serve, next to our residents, hotel guests and commercial tenants.
We are looking for a Customer Service Coordinator to join our Residential team in Iqaluit, NU. Reporting to the Operations Manager, you will have a key customer service position, tasked with building and maintaining relationships with our Residents, assisting in the effective and efficient retention of existing Residents and ensuring that Resident issues are handled in a timely and professional manner. This role is pivotal in Northview being able to deliver value to its unitholders.
What You Will Do
- Setting high customer service standards & ensuring positive resident relations and resident satisfaction
- Makes recommendations for improving levels of Customer Service (including Street to Suite)
- Ensuring adequate inventory and usage of Resident communication supplies
- Appropriately handle current resident inquiries, calls and emails in a timely manner
- Depending on the Region, review and or complete move in and move out reports and inspections
- Compiling spreadsheets and or generating reports of upcoming lease expiries and generating the necessary renewal documents
- Review market rents (in consultation with the Leasing Agent) and discuss adjustments to NPR Rents with the Regional Manager
- Conduct Customer Satisfaction surveys to inbound and outbound Residents
- Updating Resident database (Yardi)
- Update and maintain accuracy of information of resident files and lease documentation
- Implement and manage the resident relation plan and provide suggestions on cost effectively enhancing Resident Relations
- Ensure service of documents and annual inspections are dealt with as per NPR policies and local Residential Tenancy Act
- Following up on or inputting Resident Retention related work orders
- Dealing with evictions and tenancy board filings, and attendance at tenancy board hearings as required
- Backup to Leasing Agent and or Property Administrator as needed
- Other Resident and customer service-related duties as assigned by the Regional Manager
- Have a professional appearance, pleasant demeanor, and positive attitude
- Proven experience in successfully dealing with and resolving conflict
- Previous experience in Customer Service and performing administrative functions
- Have a valid driver's license
- Be willing and able to work irregular hours including evenings and weekends
- Possess excellent English communication skills
- Be highly organized, and capable of meeting deadlines in a busy and high-pressure environment
