About you:
Are you a friendly and energetic multi-tasker who enjoys a fast-paced workday in a customer facing environment? Do you have experience working for a property management provider such as a housing co-op or student residence, at a hotel service desk or medical office, or a similar office environment?
We’re looking for a Tenant Service Representative who is passionate about customer service to support our Service Desk. The ideal candidate is able to think quickly and creatively, juggling competing priorities in a sometimes-unpredictable workday. Superior prioritization skills are essential for success in this role.
About the job:
You will be the first point of contact of CCOC in person, by phone or email. You should be open to working with people from diverse backgrounds to provide friendly, respectful, and efficient service. Proficiency using technology including Microsoft Office Suite, and ability to communicate clearly in both official languages are a must.
About us:
CCOC is a community-based, tenant- and member-directed, non-profit housing organization whose mission is to create, maintain and promote housing for low- and moderate-income people. We value diversity, collaboration, inclusive and open decision-making, innovation, creativity and sustainability.
Compensation: Starting wage between $47,380 and $55,603, based on experience and qualifications. Maximum compensation for Band C is $63,827 based on a 35-hour work week.
Benefits: OMERS defined benefits pension plan; Employee and Family Assistance Plan (EFAP); and generous time-off from day one. Group Insurance and Supplementary Medical Plan (dental/eyewear) after six (6) months of employment.
Closing date: July 22nd,2022 3:00 p.m.
See full PDF.
It is CCOC’s goal to be an inclusive organization and we are dedicated to building a workforce that reflects the diversity of the community in which we live and serve. We, therefore, actively seek to recruit candidates who are Indigenous, Black, Persons of Colour (IBPoC), persons from the LGBTQIA2+ community, persons with disabilities and women. Preference will be given to candidates with skills in additional languages, and candidates with personal or professional experience with marginalized communities.
Forward resume and cover letter by email to hiring@ccochousing.org . While we appreciate all applications, only those selected for an interview will be contacted. If you require accommodation during the interview process, please advise us when initially contacted.
Tenant Service Representative
Reports to: Supervisor, Corporate Services
Department: Human Resources & Corporate Services
Summary
The Tenant Service Representatives work as a team to provide tenant service, perform front desk reception duties, support key operations for multiple departments and contribute to the good functioning of the office.
Responsibilities (this is not an exhaustive list)
- Provides tenant service and performs front desk reception duties by:
- Developing and maintaining positive relationships with tenants;
- Greeting and assisting walk-in traffic, answering phones and 4 principal e-mail accounts;
- Receiving, logging and responding to majority of tenant service requests;
- Giving out rental information, including information specific to affordable housing; providing information regarding the Registry and subsidized housing;
- Receiving rents and rent deposits and issuing receipts;
- Cutting keys, processing key payments and managing key returns;
- Managing the booking of meeting rooms; preparing meeting room rental packages, managing key distribution, deposits and payments;
- Listening to grievances and responding to complaints; referring inquiries to appropriate staff as needed;
- Upholding CCOC’s customer service standards for acknowledging and responding to messages in a timely manner.
- Provides support to the and other departments by:
- Initiating work orders and purchase orders, scheduling staff or contractors to do the work and keeping track to ensure work is completed in a timely way; receiving purchase orders and initiating notices of entry as needed
- Referring complex and/or ongoing service requests to appropriate staff within Facilities Management Department and working with staff to ensure follow up
- Facilitating communication and coordinating between staff, contractors and tenants on an ongoing basis
- Managing guest parking, providing support to the Rental Department in the management of parking by tenants/applicants; receiving parking payments and issuing parking refunds
- Receiving and verifying documentation from tenants
- Managing bike parking agreements and maintaining accurate records of active bike parking permits
- Responding to emergencies by dispatching staff or contacting appropriate agency
- Recording pertinent information for reference
- Working directly with tenants and other departments to help maintain a high quality of life and sense of community
- Contributes to good general functioning of the office workplace by:
- Performing beginning and end of day tasks to secure the office;
- Keeping the main reception area of the office clean and tidy;
- Managing the mail out functions, courier pickup and delivery; opening and distributing mail to appropriate department on a daily basis.
- Performs other duties as requested by the Director of Corporate Services or the Executive Director.
This position supports the work of Centretown Citizens Ottawa Corporation, Centretown Citizens Housing Co-Operative and Cahdco (Centretown Affordable Housing Development Corporation).
Education and Experience
- Secondary school diploma or equivalent
- 3 years of related work experience (customer service and administration)
- Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements
- Intermediate ability to use Microsoft Office Suite
- Advanced verbal and written communication in English
- Advanced verbal and written communication in French
- Knowledge of Yardi Voyager is considered a strong asset
