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
