Client Experience Manager

2 months ago

North York, Canada Del Condominium Rentals Full time

Join Del Condominium Rentals: Building Communities, Growing Careers
Come Build Your Future with Us
Although our brand is well known, our strength comes from the talented individuals who make up our company. Our employees are passionate and driven and work collectively to develop some of the largest and most complex projects within the Greater Toronto Area.
We recognize our employees are the key to our success and we invest in creating a strong corporate culture that promotes:

- Professional development opportunities,
- A diverse and robust suite of benefits and perks,
- Social and sustainable impact within our company and in the communities we build, and much more.

As a Del Condominium Rentals employee, you are contributing to our purpose, standard of excellence, and building homes for people today and the generations of tomorrow.
Who We Are
Del Condominium Rentals, a division of the Tridel Group of Companies, is the largest and most recognized rental property management provider in the Greater Toronto Area. Del Condominium Rentals is the leading GTA-based property management company providing services and expertise to owners / investors of condominium residences as well as their tenants. At Del Condominium Rentals, we offer peace of mind to homeowners through our reliable rental management solutions including leasing, tenant services, accounting, and maintenance & repair. We pride ourselves on quick problem resolution and maximizing homeowner revenues.

Position Title: Client Experience Manager
Reports to: Director, Operations
Department: Operations
Status: Hybrid
The Role
We are seeking a dynamic and results-driven Client Experience Manager to lead a team of Client Experience Specialists in managing tenant and owner relationships across a portfolio of properties. This role involves ensuring team performance meets company standards, upholding policies, and delivering exceptional customer service. The Client Experience Manager will provide leadership across multiple areas with the goal of driving smooth operations and maximizing client satisfaction.

Are you a leader looking to drive success and elevate your career? Then this may be the role for you
What You’ll Be Doing
- Lead by example, embodying the company’s core values, mission, and vision in daily interactions.
- Supervise and mentor approximately four (4) Client Experience Specialists, providing coaching, feedback, and professional development.
- Ensure team adherence to Customer Service Standards, maintaining a high level of service and communication.
- Monitor team activities to meet service-level agreements (SLAs) and company communication standards.
- Provide comprehensive training for new hires and continuous development opportunities for existing team members.
- Oversee management of maintenance requests, ensuring prompt, accurate responses to tenant and owner issues.
- Conduct regular performance reviews and offer feedback to support team growth and address performance concerns.
- Support Client Experience Specialists during sensitive situations, such as tenant arrears, vacancies, or legal disputes.
- Ensure accurate record-keeping and adherence to company procedures by Client Experience Specialists.
- Develop and implement training programs to equip team members with the skills needed for success.
- Track individual team member performance, adjusting training to align with strengths and areas for improvement.
- Ensure timely and effective responses to maintenance requests, including troubleshooting and vendor dispatch.
- Review maintenance logs, invoices, and restoration reports for quality and cost efficiency.
- Provide guidance on preventive maintenance strategies and resolve complex maintenance issues.
- Act as an escalation point for unresolved or complex tenant and owner issues.
- Review communications between Client Experience Specialists, owners, and tenants for clarity, accuracy, and timeliness.
- Coordinate with Client Experience Specialists to proactively manage owner portfolios and tenant relations.
- Maintain strong relationships with on-site property management teams across portfolios.
- Ensure open communication between Client Experience Specialists and property management, addressing concerns promptly.
- Oversee legal communications with on-site management, ensuring proper scheduling and communication of hearings and notices.
- Oversee operational processes, including onboarding/offboarding, lease renewals, maintenance issues, and market analysis.
- Analyze operational reports to identify inefficiencies and opportunities for cost-saving measures.
- Collaborate with other departments (Leasing, Legal, Accounting) to ensure streamlined workflows and effective communication.
- Manage internal processes, including maintenance approvals, vacancy workflows, and vendor relationships.
- Review financial reports to ensure revenue optimization and expense management for each unit.
- Approve larger expenditures and ensure pre-paymen

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