Client and Strategic Solutions Specialist

**Join Del Property Management**: Building Communities, Growing Careers
Build Your Future with Us
Our strength, innovation and growth are the result of talented individuals who come together as a team to build sustainable and award-winning homes and communities. Through passion and dedication, our employees 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 meaningful employee experience and culture that promotes:

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

As a Del Property Management employee, you contribute to our purpose and standard of excellence while building homes for people today and the generations of tomorrow.
The Blueprint
The Client and Strategic Solutions Specialist plays a critical role in elevating client satisfaction by complaint resolution and triage, generating customer driven insights, and driving proactive communication across Del-managed communities. This role ensures timely issue resolution, resident engagement, and social media monitoring in support of Del’s Customer-Centric Service strategy. The position requires excellent communication skills, strong organizational ability, and a commitment to service excellence.
A Glimpse into Your Daily Activities
- Compliant Triage & Service Support:

- Serve as the primary point of contact for resident/owner complaints and inquiries received through digital or written communication.
- Monitor client sentiment on social media platforms (Google reviews, LinkedIn) and condominium forums.
- Monitor service level agreements and escalate unresolved concerns as appropriate.
- Client Insight & Feedback Reporting:

- Generate and distribute monthly Voice of Customer (VoC) reports summarizing trends, pain points, and compliments.
- Track KPIs including Customer Satisfaction scores, resolution timelines, escalation rates, and first contact resolution.
- Proactively engage with clients based on internal risk assessments and upcoming contract renewals or amendments, ensuring continuity and trust in service delivery.
- Contribute to Del’s go-to-Market positioning by enhancing Del’s reputation for responsive, tech enabled, and people focused property management.
- Service Training & Administrative Support:

- Support monthly training efforts for property managers and site staff with a focus on service standards and escalation handling based on customer driven insights while partnering with Del Academy to design the training programs.
- Develop and maintain SOPs and templates for resident-facing communication, while partnering participating in special projects related to client engagement and service innovation.
- Assist with administrative coordination of service audits and feedback cycles, conducting root cause analysis of client loss through exit interviews, and track recurring service themes to inform future improvements.

The Architect of Your Success
- Minimum of 3-5 years of experience in a customer service or client-facing role, preferably within a residential or service-oriented environment.
- Exceptional written and verbal communication skills, with a strong focus on tone, clarity, and accuracy.
- Proficient in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
- Demonstrated ability to manage resident or client inquiries with professionalism and empathy.
- Familiarity with CRM platforms and customer feedback tools is considered an asset.

Who We Are
Del Property Management (DPM) is a trusted leader in residential condominium property management with over 56 years of experience. We manage over 87,000 condominium homes across 300 communities in the Greater Toronto Area (GTA). Recognized as the #3 condominium manager in Canada by the REMI Network, we pride ourselves on our commitment to excellence and integrity in all aspects of our business.
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