Tenant Coordinator

CDA HR Management; Sydney; Remote; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Work-from-home

Job summary

CDA Coliving is seeking an Occupant Support Specialist in Sydney to deliver exceptional occupant support, resolve inquiries, coordinate maintenance, and ensure adherence to tenancy standards. You will document interactions, maintain records, and work with cross-functional teams to drive service excellence.

The role emphasizes timely responses, empathetic communication, and a proactive approach to occupant satisfaction while supporting onboarding and move-out processes in a dynamic,

Qualifications

• Previous experience in customer service, tenant support, property management, or a similar role is preferred.
• Strong communication and interpersonal skills for occupant interactions.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for occupant inquiries, concerns, and service requests.
• Respond to emails, phone calls, and support tickets in a timely and professional manner.
• Coordinate maintenance requests with the Maintenance team and external contractors.
• Maintain accurate occupant records and ensure compliance with SOPs.
• Assist with onboarding and move-out communications and documentation.
• Collaborate with Leasing, Maintenance, Finance and other teams to resolve issues.

Skills

Customer service

Tenant support

Property management

Verbal communication

Written communication

Problem solving

Time management

MS Office

CRM systems

Attention to detail

Tools

CRM software

Help desk software

Job description

CDA Coliving is a dynamic and rapidly growing company specialising in providing quality furnished rooming accommodation across Sydney. We pride ourselves on creating vibrant communities that offer comfortable and convenient living spaces for international travellers and local residents alike. With more than 1,200 rooms under management and a passionate team of 50+ staff, we're dedicated to making the experience of living in Sydney exceptional.

Position Summary

The Occupant Support Specialist is responsible for delivering exceptional support to occupants by responding to inquiries, resolving concerns, coordinating maintenance requests, and ensuring compliance with company policies and tenancy standards. This role serves as a key point of contact for occupants, working closely with internal teams to provide timely, professional, and customer-focused service while maintaining accurate records and contributing to operational excellence.

Key Responsibilities

Occupant Support & Case Management

• Serve as the primary point of contact for occupant inquiries, concerns, and service requests.
• Respond to emails, phone calls, and support tickets in a timely and professional manner.
• Resolve occupant concerns within established service standards and elevate complex cases when necessary.
• Maintain positive relationships with occupants through clear, empathetic, and solution-oriented communication.
• Ensure all occupant interactions are accurately documented in company systems.

Maintenance Coordination

• Log, track, and follow up on maintenance requests to ensure timely completion.
• Coordinate with the Maintenance team and external contractors regarding repair schedules and updates.
• Keep occupants informed of maintenance progress and expected resolution timelines.
• Monitor open maintenance cases and ensure prompt closure.

Compliance & Administrative Support

• Ensure occupant requests and communications comply with company policies, tenancy agreements, and operational procedures.
• Maintain accurate records of occupant files, communications, and support cases.
• Assist in preparing documentation required for audits, compliance reviews, or internal reporting.
• Follow established Standard Operating Procedures (SOPs) in all support activities.

Operational Support

• Assist with onboarding new occupants by providing move-in information and answering initial inquiries.
• Support move-out processes by coordinating required communications and documentation.
• Identify recurring occupant concerns and provide recommendations for service improvements.
• Assist with special projects and operational initiatives as assigned.

Cross-Functional Collaboration

• Work closely with Leasing, Maintenance, Finance, and other internal teams to ensure seamless occupant support.
• Communicate effectively across departments to resolve occupant issues efficiently.
• Participate in team meetings, training sessions, and continuous improvement initiatives.

Key Performance Indicators (KPIs)

• Occupant satisfaction ratings.
• Response time to occupant inquiries.
• Resolution time for support cases.
• Maintenance request turnaround time.
• Accuracy and completeness of case documentation.
• Compliance with company policies and SOPs.
• Quality of communication and customer service.
• Contribution to process improvement initiatives.

Qualifications

• Previous experience in customer service, tenant support, property management, or a similar role is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Highly organized with strong attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office and CRM/property management systems.
• Customer-focused with a positive and professional attitude.

Additional Requirement

• Must be available to start as soon as possible.
• Due to the urgent nature of this position, preference will be given to candidates who are immediately available. Applicants who are currently employed and require a notice period may not be considered.
• This is a work-from-home position.
• Candidates must have a reliable home office setup, including a laptop or desktop computer, stable high-speed internet connection, and a quiet, professional workspace suitable for handling occupant and client communications.

The pay range for this role is: