Customer Relations & Reporting Coordinator

• Respond to resident enquiries in person, by phone, and by email regarding services, policies, lease terms, and procedures
• Provide accurate and timely information related to resident accounts, payments, and service requests
• Explain available services and processes clearly to residents and support informed decision-making

• Investigate and resolve resident concerns and complaints in a professional and timely manner
• Document interactions, actions taken, and outcomes in internal systems
• Escalate complex issues as required and follow up to ensure resolution

• Receive and process service requests, including maintenance and resident retention-related inquiries
• Coordinate with internal teams to ensure timely service delivery
• Track and follow up on open requests to ensure completion and resident satisfaction

• Maintain and update resident records and databases (e.g., Yardi) with a high degree of accuracy
• Update lease information, renewal documentation, and resident files
• Support tracking of lease expiries and preparation of renewal-related documentation

• Receive and process payments and related documentation, ensuring accuracy and completeness
• Assist with preparation and service of notices in accordance with company policies and applicable regulations

• Compile and analyze resident service data, including inquiries, complaints, and service request trends
• Generate recurring and ad hoc reports using Excel and Power BI to support operational decision-making
• Develop dashboards and visual reports to track service levels, response times, and resident satisfaction metrics
• Translate data findings into clear, actionable insights for non-technical stakeholders
• Identify trends and recommend improvements to enhance customer service delivery and efficiency

• Provide administrative and coordination support to the Residential Operations team
• Collaborate with multiple departments to ensure consistent and timely service delivery
• Act as backup support for leasing and administrative functions as required
• Perform other customer service and administrative duties as assigned

• Completion of secondary school; post-secondary education in business, analytics, or a related field is an asset
• Demonstrated experience in customer service, client relations, or information services
• Experience handling customer enquiries, resolving complaints, and maintaining records
• Experience with reporting and data analysis, including use of Excel and Power BI
• Ability to communicate complex information clearly to non-technical audiences
• Strong attention to detail and accuracy in data entry and documentation
• Proven ability to manage multiple requests in a fast-paced environment
• Experience collaborating across teams to resolve issues and improve service delivery

• Competitive pay
• Extended health care including medical, dental, and vision coverage
• Life insurance, drug coverage, and wellness programs
• Discounts on rent at Northview properties
• Vacation Travel Assistance for Northern employees

Northview Residential REIT