Customer Care Coordinator

2 weeks ago

Toronto, Ontario, Canada CAPREIT Full time
 

Title: Customer Care Coordinator (**6-month contract**) 

Reports To: Associate Director, Customer Care

Position Summary: This role is primarily responsible for contributing to a high occupancy rate and increasing tenant satisfaction.  This is achieved through demonstrating excellent skills in: tenant relations, communication, sales, administration and organization. Other projects and duties as required.

Responsibilities:

Online leasing & Customer Care

  • Daily monitoring of vacancy to identify trouble spots.
  • Logging and responding to electronic and phone inquiries from prospective tenants
  • Communicating with Operations regarding rental inquires, applications, appointments and questions
  • Performing follow-ups with prospects, site staff, and operations managers with the intent to maintain 100% occupancy and high tenant satisfaction in all assigned assets
  • Answering incoming sales and administration calls
  • Responding to sales and administration emails.
  • Scheduling and tracking of appointments, liaising with operations.
  • Reviewing call recordings and tracking designated KPI's
  • Providing refresher training and coaching to operational staff
  • Promoting a team based atmosphere with the onsite, regional and head office staff
  • Phone and onsite training
  • Provide support, training and coaching to operational staff
  • Support team and company based project and program initiatives

Resident Satisfaction

  • Performing resident satisfaction, move-in, and move-out surveys over the phone with current tenants. Synthesizing and analyzing survey data
  • Providing real-time support for tenants via various contact methods

Qualifications

  • College or University education
  • Demonstrated history of outstanding customer relations skills
  • Computer proficiency
  • Excellent written and verbal skills
  • Sound organizational skills with the ability to multi task
  • Flexibility to work varying shifts within our hours of operation
  • Contributes to team atmosphere
  • Bilingualism in French is considered an asset 

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