Resident Experience & Operations Coordinator
Niagara Region, ON | Full-Time
About Us
We are a fast-growing residential property management company managing a growing portfolio of apartment buildings and Airbnb accommodations throughout the Niagara Region. Our mission is simple: provide clean, safe, well-maintained homes while delivering an exceptional resident experience.
We're looking for a highly organized, proactive individual who enjoys helping people, thrives in a fast-paced environment, and takes ownership of getting things done.
This is a hybrid role that combines office work with occasional visits to our properties throughout the Niagara Region.
About the Role
As our Resident Experience & Operations Coordinator, you will be the primary day-to-day point of contact for many of our residents. You'll ensure tenants stay informed, issues are followed through to completion, and our operations run smoothly behind the scenes.
You'll work closely with our Property Managers and maintenance team, coordinating requests, following up with residents, and helping improve the overall resident experience.
This role is ideal for someone who enjoys variety, communicates exceptionally well, stays organized under pressure, and isn't afraid to have difficult conversations when necessary.
ResponsibilitiesResident Experience
- Serve as a primary point of contact for residents.
- Conduct tenant satisfaction calls and follow up after maintenance requests.
- Coordinate communication regarding maintenance, repairs, and ongoing issues.
- Contact residents regarding lease renewals and lease expiries.
- Assist residents with transitioning to online rent payments through Buildium.
- Assist with cash-for-keys discussions and resident communications.
- Help coordinate occasional after-hours property emergencies.
Leasing & Administration
- Prepare residential leases and related documentation.
- Process rental applications when required.
- Prepare and file N4s, L1 applications, and other tenancy documentation.
- Process annual rental increases.
- Maintain accurate resident records within Buildium.
Operations Support
- Assist with operational projects as needed, including support at various properties.
- Compare pricing for maintenance materials and help develop standardized purchasing lists.
- Complete occasional property audits, including utility-related inspections.
- Roll and deposit laundry revenue.
- Assist with other operational initiatives as the portfolio continues to grow.
Airbnb Operations
- Respond to guest inquiries and bookings.
- Help maintain Airbnb listings.
- Assist with transferring and managing listings across accounts.
- Help ensure guests receive prompt, professional communication.
What We're Looking For
We're looking for someone who is:
- Highly organized and detail-oriented.
- Able to manage multiple priorities simultaneously.
- A strong communicator, both verbally and in writing.
- Comfortable having professional but firm conversations with residents.
- Proactive and able to work independently.
- Customer service focused.
- Calm under pressure and solutions-oriented.
- Comfortable learning new software and technology.
- Committed to providing an exceptional resident experience.
Qualifications
- Experience in property management is considered an asset but is not required.
- Candidates with strong administrative, customer service, hospitality, or office management experience are encouraged to apply.
- Excellent organizational and time management skills.
- Strong computer skills, including Microsoft Office. Experience with Buildium is an asset but not required.
- Valid driver's licence and access to a reliable vehicle.
Schedule
- Full-time
- Monday to Friday
- Hybrid office and field-based role within the Niagara Region
After-Hours Availability
Occasional after-hours availability is required to assist with urgent property emergencies. These situations are not expected to occur regularly and are managed through flexible scheduling. Time spent responding to after-hours emergencies may be accommodated through adjusted work hours or banked time off.
Looking Forward
- Opportunities for growth as the company continues to expand.
- Work with a growing, entrepreneurial company where your ideas and contributions will have a direct impact.
If you're someone who enjoys helping people, takes pride in staying organized, and wants to build a long-term career with a growing company, we'd love to hear from you.
Pay: $50,000.00-$65,000.00 per year
Benefits:
Work Location: Hybrid remote in Niagara Falls, ON
