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
- Daily monitoring of vacancy to identify trouble spots.
- 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
- Bilingual when required
