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 Relations & Reporting Coordinator to join our Residential team in Yellowknife, NT. Reporting to the Regional Manager, you will be responsible for responding to resident enquiries, providing information regarding services and policies, processing service requests, and maintaining accurate resident records.
In addition to core customer service responsibilities, this role supports operational reporting and analysis by compiling service data, generating reports, and assisting in identifying trends to improve resident satisfaction and service delivery.
This position plays a key role in ensuring consistent, data-informed customer service within Residential Operations.
Responsibilities:
Customer Enquiries & Information Services
- 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
Customer Service & Complaint Resolution
- 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
Service Requests & Coordination
- 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
Resident Records & Account Maintenance
- 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
Payments & Documentation Processing
- 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
Reporting, Data Analysis & Continuous Improvement
- 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
General Support
- 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
Qualifications:
- 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
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.
