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Customer Experience Manager

Head Office, Residential
Downtown Vancouver

As we continue to grow our residential portfolio, we have an exciting opportunity to add a new role to the team, a Customer Experience Manager. With Relationships as one of our core values, providing consistent quality service is an important part of our business to achieve tenant satisfaction and retention. Reporting to the GM, Residential, the Customer Experience Manager will be responsible for being the first point of contact on the residential team to provide customer service to our tenants, applicants and stakeholders.

The Customer Experience Manager would be someone who is passionate about helping and understanding people and is able to adapt to situations they are met with. Equally important to service excellence is attention to detail and strong administrative skills. At the onset of the role, it will be assisting with the implementation of Rent Café and creating workflow processes. The role will also be processing tenant applications including communicating and coordinating with prospective tenants and accurately entering and maintaining residential rental data into RentCafe and Yardi. The position is best suited for someone who is meticulous with strong service-oriented experience and is an agile problem solver.

Key Responsibilities

  • Providing superior and measurable quality customer service dealing effectively and fairly with tenant requests and concerns on a timely basis, involving the Property Managers and/or Building Managers as needed;
  • Assisting with the implementation of Rent Café;
  • Entering, reviewing and maintaining residential rental data on RentCafe and Yardi to ensure the information is accurate and up-to-date for all buildings, including uploading of data when onboarding new properties;
  • Processing all applications for tenancy including completing credit and reference checks and forwarding recommendations and data to the appropriate Property Manager or Leasing manager for final approval;
  • Communicating with prospective tenants regarding applications status and coordinating and assisting with entering applications into Yardi and Rent Café or other new lease documentation;
  • Training on-site and head office staff on the usage of Rent Café, Tenant Screening and other applicable Yardi modules;
  • Assisting with creating and amending rental workflow processes;
  • Researching current market rates and coordinating with the Property Manager on new rent, parking and locker amounts and the timing for vacant suites;
  • Posting advertisements on different platforms as needed; and
  • Proactively anticipating needs/issues and providing solutions to tenants and Property Managers.

What You Bring

  • 1 – 2 years’ experience in a service-oriented office work environment demonstrating polite, professional and willingness to assist others;
  • Familiarity with Yardi and Rent Café is an asset;
  • Completion of a high school diploma;
  • General understanding of accounting principles and procedures;
  • Strong proficiency with Microsoft Office Suite (Word, Excel, Outlook);
  • Exceptional communication and interpersonal skills;
  • Effective, efficient and organized administrative skills in a fast-paced environment and detail-oriented in performance duties in a self-motivated and autonomous work environment; and
  • Maturity, confidence and tact, particularly when dealing with difficult issues or conflicts;

Apply Now

We are an equal opportunity employer. Start challenging yourself today in an environment that embraces diversity and rewards innovation with competitive pay and great benefits. While we thank all candidates for their interest in joining our team, we will contact only those short-listed for an interview. Please note only Microsoft Word documents or PDF’s will be accepted. Submit your application through our online career centre.