Leasing and Customer Experience Advisor

UBC Properties Trust - 5 emplois

Vancouver, BC

Posté aujourd'hui

Détails de l'emploi :

55 000 $ - 65 000 $ / année

Temps plein

Expérimenté

The Company UBC Properties Trust was established in 1988 to create and care for world-class spaces where people can live, learn, and grow.
The Opportunity At UBC Properties Trust, leasing is about much more than filling homes. As a Leasing and Customer Experience Advisor, you will help people navigate one of the most important decisions in their lives: finding a place to call home. Whether someone is moving from across the world, arriving at UBC for the first time, or looking for a community where they can put down roots, you will guide them through the process with empathy, care and expertise. You will be the first point of contact, creating exceptional experiences that make people feel welcomed and informed from their first enquiry to move-in day. This role is ideal for someone who loves helping people, thrives in a service-focused environment and believes that customer service is really about building genuine relationships.
What the Successful Candidate Looks Like

Vibrant, positive and engaging communicator
Supportive and collaborative partner across departments
Demonstrates curiosity, empathy and emotional intelligence
Approaches problems with a solutions-focused mindset
Sees the bigger picture, thinks beyond administrative tasks and processes, and actively looks for ways to improve the customer experience.

Key Responsibilities

Connect with, monitor and nurture prospective residents throughout their housing journey
Deliver personalized consultations, tours and housing recommendations the help prospective residents find the right home for their needs and lifestyle
Introduce prospective residents to the unique housing options, neighbourhoods, amenities and community experiences we offer
Anticipate customer needs, address concerns and remove friction in the leasing process to create a seamless experience
Manage enquiries, waitlists and vacancy pipelines
Handle personal information with discretion and in accordance with the Residential Tenancy Act (RTA) and Personal Information Protection Act (PIPA)
Process rental applications, screening, reference and credit checks in line with the RTA
Prepare, review and execute tenancy agreements and coordinate deposits accurately and on time
Proactively work to achieve individual and team leasing targets
Collaborate with other departments to support occupancy and resident experiences objectives (including a smooth hand over from leasing to property management)
Track and report leasing performance metrics (inquiries, response times, conversion rates, occupancy, vacancy periods and customer satisfaction indicators)
Maintain accurate and timely records of all customer interactions in the customer and accounting systems
Actively monitor and post unit listings, virtual tours, photography and leasing campaigns in partnership with the Marketing team
Contribute to a culture of continuous improvement, collaboration, learning and accountability

Competencies and Qualifications

2-5 years of exceptional customer-facing experience in hospitality, hotels, tourism, premium retail, membership organizations, residential communities, student services or a related service environment
Availability to work staggered shifts such as evenings and weekends on rotation
Exceptional written and verbal communication and interpersonal skills
Demonstrated ability to build trust and rapport with diverse groups of people
Strong problem-solving and critical-thinking skills
High level of initiative and accountability
Tech-savvy and comfortable using Microsoft suite, CRM systems, Canva, digital communication tools and online leasing platforms

Compensation and Benefits Package At UBC Properties Trust, our benefits exemplify our values and focus on health, family, learning, hard work, and tenure. Some benefits we have to offer (among others we have):