Customer Engagement Specialist

4 weeks ago

Ottawa, Ontario, Canada Accora Village Full time
ROLE OVERVIEW:

The Customer Engagement Specialist will be instrumental in enhancing the experience of our future residents at Accora Village by:

  • Actively listening to and addressing feedback from both customers and team members.
  • Creating a welcoming atmosphere by warmly greeting all visitors and promptly addressing their inquiries and concerns.
  • Ensuring the waiting area and lobby are organized and tidy.
  • Maintaining adequate supplies and ensuring facilities are clean and inviting.
  • Gathering customer insights to recommend potential products or services to management.
  • Assessing customer needs and showcasing exceptional conflict resolution abilities, escalating issues as necessary.
  • Following up proactively with prospective, current, and former residents, ensuring relevant information is communicated to the appropriate staff.
  • Exhibiting a professional demeanor that reflects the core values of Accora Village.
  • Fostering brand loyalty and engaging with customers effectively.
  • Promoting the advantages of Accora Village's residential offerings, including pricing, leasing terms, amenities, and building features.
  • Providing timely feedback to management regarding the effectiveness of leasing incentives and rental rates.
  • Preparing and updating reports on vacancies, traffic, and turnover as required.
  • Participating in outreach events, updating listings, and conducting competitive analysis.
  • Assisting the Operations team with drafting notices, letters, and signage as needed.
  • Entering lease information into the management system.
  • Processing rent deposits, managing leasing consultant schedules, booking customer appointments, and ensuring accurate traffic data and reporting.
  • Conducting thorough interviews with prospective residents to understand their needs and recommend suitable Accora Village products.
  • Preparing welcome packages for new residents and coordinating with the Leasing department to ensure a smooth move-in experience.
  • Completing additional tasks as assigned by the Leasing Experience Supervisor and Senior Leasing Manager.
QUALIFICATIONS:
  • Post-secondary education in administration, business, communications, or a related field is preferred.
  • Strong interpersonal and diplomatic skills.
  • Ability to manage multiple tasks, prioritize effectively, and utilize time efficiently.
  • All eligible employees must be fully vaccinated against COVID-19 unless an accommodation is applicable.
  • Availability to work evenings and weekends is required.
  • A minimum of two years of experience in a customer service role.
  • Excellent communication skills, both written and verbal.
  • A valid Criminal Background Check is required as a condition of employment.
  • Exceptional problem-solving abilities and resourcefulness.
  • Proficiency in standard office software applications.
  • Familiarity with Yardi Voyager is a strong asset.
WORK ENVIRONMENT:
  • Low physical effort is required.
  • Minimal travel may be necessary for special events.
  • Extended periods of computer use may be necessary.
  • The role involves repetitive tasks.
  • Occasional overtime may be required to meet deadlines.
  • Competing demands may create stress.
  • Occasional lifting and carrying of office supplies or equipment may be necessary.
  • Various shifts, including weekends and evenings, will be required.
BENEFITS:

Accora Village offers a range of benefits, including:

  • Health and wellness initiatives.
  • Employee Assistance Program.
  • Access to recreation facilities and fitness programs.
  • Opportunities for community involvement and philanthropy.
  • Starting at three weeks of paid vacation.
  • Ten days of Personal Emergency Leave.
  • Comprehensive medical and dental benefits.
  • Corporate RRSP Program.
  • Regular employee engagement opportunities.
  • Free on-site parking.
  • Opportunities to attend sports events and concerts.
  • Room for advancement and internal promotions.
  • Paid training and development opportunities.

Accora Village is committed to employment equity and encourages applications from all qualified candidates. Recruitment-related accommodations will be provided upon request. We are dedicated to ensuring the health and safety of our employees and residents in compliance with health regulations.

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