Leasing and Customer Experience Advisor

Eddy; Vancouver; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Extended health benefits

Wellness spending account

RRSP contribution

Annual performance-based bonus

Pet-friendly office

3+ weeks vacation & 10 sick days

Job summary

UBC Properties Trust is seeking a Leasing and Customer Experience Advisor in Vancouver to guide prospective residents through the housing journey with empathy and expertise. You will host consultations and tours, present housing options, and ensure a smooth move-in process, collaborating with multiple teams and maintaining data accuracy.

The role emphasizes relationship-building, proactive problem solving and delivering exceptional resident experiences across departments.

Qualifications

• 2–5 years of exceptional customer-facing experience in hospitality, hotels, tourism, premium retail, membership organizations, residential communities, student services or a related service environment
• Strong written and verbal communication and interpersonal skills
• Ability to build trust and rapport with diverse groups of people
• Tech-savvy; comfortable with Microsoft Office, CRM systems and online platforms

Responsibilities

• Connect with, monitor and nurture prospective residents through the housing journey
• Deliver personalized consultations, tours and housing recommendations
• Introduce housing options, neighbourhoods, amenities and community experiences
• Anticipate needs, address concerns and remove friction in the leasing process
• Process rental applications, screening, references and credit checks
• Prepare, review and execute tenancy agreements and coordinate deposits

Skills

Customer service

Communication

Empathy

Problem-solving

Job description

The CompanyUBC Properties Trust was established in 1988 to create and care for world-class spaces where people can live, learn, and grow.The OpportunityAt UBC Properties Trust, leasing is about much more than filling homes.As a Leasing and Customer Experience Advisor, you will help people navigate one of the most important decisions in their lives: finding a place to call home. Whether someone is moving from across the world, arriving at UBC for the first time, or looking for a community where they can put down roots, you will guide them through the process with empathy, care and expertise. You will be the first point of contact, creating exceptional experiences that make people feel welcomed and informed from their first enquiry to move-in day. This role is ideal for someone who loves helping people, thrives in a service-focused environment and believes that customer service is really about building genuine relationships.What the Successful Candidate Looks LikeVibrant, positive and engaging communicatorSupportive and collaborative partner across departmentsDemonstrates curiosity, empathy and emotional intelligenceApproaches problems with a solutions-focused mindsetSees the bigger picture, thinks beyond administrative tasks and processes, and actively looks for ways to improve the customer experience.Key ResponsibilitiesConnect with, monitor and nurture prospective residents throughout their housing journeyDeliver personalized consultations, tours and housing recommendations the help prospective residents find the right home for their needs and lifestyleIntroduce prospective residents to the unique housing options, neighbourhoods, amenities and community experiences we offerAnticipate customer needs, address concerns and remove friction in the leasing process to create a seamless experienceManage enquiries, waitlists and vacancy pipelinesHandle personal information with discretion and in accordance with the Residential Tenancy Act (RTA) and Personal Information Protection Act (PIPA)Process rental applications, screening, reference and credit checks in line with the RTAPrepare, review and execute tenancy agreements and coordinate deposits accurately and on timeProactively work to achieve individual and team leasing targetsCollaborate with other departments to support occupancy and resident experiences objectives (including a smooth hand over from leasing to property management)Track and report leasing performance metrics (inquiries, response times, conversion rates, occupancy, vacancy periods and customer satisfaction indicators)Maintain accurate and timely records of all customer interactions in the customer and accounting systemsActively monitor and post unit listings, virtual tours, photography and leasing campaigns in partnership with the Marketing teamContribute to a culture of continuous improvement, collaboration, learning and accountabilityCompetencies and Qualifications 2-5 years of exceptional customer-facing experience in hospitality, hotels, tourism, premium retail, membership organizations, residential communities, student services or a related service environmentAvailability to work staggered shifts such as evenings and weekends on rotationExceptional written and verbal communication and interpersonal skillsDemonstrated ability to build trust and rapport with diverse groups of peopleStrong problem-solving and critical-thinking skillsHigh level of initiative and accountability Tech-savvy and comfortable using Microsoft suite, CRM systems, Canva, digital communication tools and online leasing platformsCompensation and Benefits PackageAt UBC Properties Trust, our benefits exemplify our values and focus on health, family, learning, hard work, and tenure. Some benefits we have to offer (among others we have):Full Extended Benefits (health, dental, and vision)A health and wellness spending accountRRSP ContributionAnnual performance-based bonus and retention compensationPet-friendly officeMinimum 3 weeks paid vacation (increases with tenure) and 10 paid sick daysE04JI800qqf9409eq43