Customer Service Coordinator

At Northview, we are a passionate, community-focused team dedicated to making our properties the best they can be. We are proud to live, work, and play in the neighborhoods we serve, next to our residents, hotel guests, and commercial tenants across Canada.

We are looking for a Customer Service Coordinator to join our Residential team in Dawson Creek, BC. Reporting to the Regional Manager, you support positive resident relations and a consistent resident experience across Northview's residential portfolio. This role serves as a key point of contact for residents, responding to inquiries and concerns, coordinating follow-up, supporting resident retention and satisfaction initiatives, and maintaining accurate tenancy, lease, and resident records. The Customer Service Coordinator also supports lease renewals and transfers, inspections, tenancy-related processes, reporting, and administrative activities while working closely with Leasing, Maintenance, and other internal teams. Through responsive service, effective communication, and accurate administration, the Customer Service Coordinator helps resolve resident concerns, support resident retention, and contribute to the effective operation of Northview's properties.

Responsibilities:

• Set and maintain high customer service standards and implement the resident relations plan to support positive resident relations, resident satisfaction, and a consistent resident experience
• Respond to current resident inquiries, calls, emails, and other requests in a timely, professional, and customer-focused manner, providing information and assistance or coordinating appropriate follow-up with Maintenance teams, management, and other internal departments
• Review resident feedback, service trends, and operational needs and make recommendations for improving customer service and identifying cost-effective opportunities to enhance the resident experience
• Conduct customer satisfaction surveys with inbound and outbound residents, reviewing feedback and identifying opportunities to improve resident satisfaction and service delivery
• Ensure resident communication supplies and materials are adequately stocked and appropriately used across the region
• Review and/or complete move-in and move-out reports and inspections, ensuring required information is accurately documented and appropriate follow-up is completed as needed
• Compile spreadsheets and generate reports of upcoming lease expiries and prepare the necessary renewal documents for processing
• Coordinate lease transfers, including scheduling and conducting showings, preparing lease documentation, and coordinating required follow-up with residents and internal teams
• Review market rents in consultation with Leasing team members and discuss adjustments to NPR Rents with the Regional Manager
• Maintain and update the resident database in Yardi, resident files, lease documentation, correspondence, and other records, ensuring information is accurate, current, and complete
• Ensure service of documents and annual inspections are completed in accordance with internal policies and applicable Residential Tenancy legislation
• Follow up on or input resident retention-related work orders and coordinate with appropriate teams to ensure resident concerns and required work are addressed, while identifying recurring concerns and supporting initiatives designed to improve resident retention
• Assist with evictions and tenancy board filings, including preparing required documentation, maintaining records, and attending tenancy board hearings as required
• Prepare and provide reports, spreadsheets, and other information related to resident satisfaction, lease expiries, transfers, renewals, resident relations, customer service activities, and other tenancy matters as required
• Issue and post notices related to complaints and non-compliance, administering charges where necessary
• Receive and record rent payments, ensuring accurate recording on resident ledgers
• Provide backup support to the Leasing Coordinator and/or Property Administrator as needed, including assisting with leasing, resident administration, documentation, and other regional office activities

Qualifications & Experience:

• Previous experience in customer service and administrative functions
• Experience working in a residential property management, housing, leasing, or similar customer-focused environment an asset
• Experience handling resident, tenant, or customer inquiries, complaints, and service concerns
• Demonstrated experience successfully managing and resolving conflict
• Experience maintaining accurate records, lease documentation, and confidential information
• Experience working with databases, spreadsheets, and other administrative systems; experience with Yardi or similar ERPs an asset
• Knowledge of residential tenancy legislation and related processes an asset
• Experience preparing reports, tracking information, and maintaining accurate data
• Experience supporting lease administration, renewals, move-in/move-out processes, inspections, or other tenancy-related activities an asset
• Proficiency with Microsoft Office applications and other computer systems

Requirements:

• Excellent English communication skills, both written and verbal, with the ability to communicate professionally and effectively with residents, coworkers, and other stakeholders
• Strong customer service and interpersonal skills, with the ability to remain professional, patient, and solutions-focused when handling challenging situations or conflict
• Ability to exercise sound judgment, maintain appropriate professional boundaries, and escalate resident concerns or tenancy matters when required
• Strong organizational and time management skills, with the ability to manage a high volume of inquiries, administrative tasks, and competing priorities while meeting deadlines
• Strong attention to detail and accuracy when maintaining resident records, lease documentation, reports, and other administrative information
• Ability to handle confidential resident, lease, and personal information with discretion
• Ability to work independently while collaborating effectively with management, Leasing, Maintenance, and other internal teams
• Ability to work effectively in a busy and high-pressure environment while maintaining timely and accurate service
• Ability to provide a clean criminal record check free of relevant convictions

Benefits:

• 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

If your background matches the qualifications listed above and you are looking for an opportunity to make a difference in the communities we serve, please submit your resume in confidence. Please note, only those candidates chosen to continue through the selection process will be contacted. Northview welcomes and encourages applications from people with disabilities.