Resident Experience Specialist

1 month ago

Ottawa, Ontario, Canada Hazelview Properties Full time

About Hazelview Properties:

We're a leading owner/operator of premium multi-residential properties in Canada, dedicated to creating value for people and places. Our vision is to foster happy, healthy, thriving communities where we operate.

About the Position:

We're seeking a Resident Services Specialist to join our team, responsible for providing exceptional customer service to all residents and fostering a company culture of a Great Place to Be. As a brand ambassador, you'll create an engaging and memorable experience for residents from lease application to move-out.

Premium Objective:

Leverage our experience and operating systems to create a platform that delivers a Premium Living Experience in select properties, allowing us to compete in the changing marketplace and become the leading owner/operator of Premium Multi-Residential Properties in Canada.

Key Responsibilities:

  • Manage concierge-style services for residents
  • Monitor move-in dates and ensure all suites meet our 100% Perfect Guarantee
  • Communicate with future residents in advance to facilitate a stress-free move-in
  • Follow up with all new residents within 2 days to ensure satisfaction
  • Respond to all resident issues/disputes and ensure resolution
  • Work with the Sales & Marketing and Property Teams to execute all resident events
  • Provide concierge-style services for residents where applicable
  • Work with Resident Experience on all resident communications
  • Complete daily site inspections to ensure all property standards are maintained
  • Collaborate with the maintenance team to ensure maintenance requests are completed timely
  • Assist with sales and administration duties as needed

Job Requirements:

Qualifications:

• Degree/diploma and/or an equivalent combination of education and/or experience focused in the hospitality/resident/customer experience industry

• 3-5 years history working in a customer service/hospitality focused environment

• A professional demeanor with strong communication skills

• A customer service star with a genuine desire to create an outstanding resident experience

• Strong computer skills including Microsoft Office (Excel, Word), Yardi would be an asset

• A demonstrated high degree of integrity, diplomacy, discretion, and confidentiality

• Ability to work and act independently using good judgment when assessing difficult situations

• Self-motivated individual who takes initiative to exceed expectations makes suggestions for improving service standards

• Superior organizational and time management skills

• Ability to multi-task/prioritize while working under tight timelines, and adaptable to constantly changing needs within the organization

• Excellent attention to detail and follow-up skills

• Ability to speak other languages is considered an asset

• Actively championing diversity, equity, and inclusion to create an environment of belonging

Hazelview Property Services Inc. is an inclusive and equal opportunity employer. If you require an accommodation to participate in any aspect of the recruitment process or to perform essential job functions, please let us know. We will work with you to accommodate your needs and in accordance with all applicable legislation. Information related to accommodation requirements will be addressed confidentially.

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