Leasing and Customer Experience Advisor

UBC Properties Trust

Vancouver

On-site

CAD 50,000 - 70,000

Full time

21 hours ago

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Benefits offered by this job

Extended Benefits (health, dental, and

Vision coverage)

Wellness Spending Account

RRSP Contribution

Annual performance-based bonus

Pet-friendly office

3+ weeks vacation & 10 sick days

Job summary

UBC Properties Trust seeks a Leasing and Customer Experience Advisor in Vancouver to guide prospective residents from initial inquiry to move-in with empathy and expertise. You will deliver tours, tailor housing recommendations and showcase neighbourhoods, amenities and community experiences to new residents.

The role emphasizes relationship building, exceptional communication and collaboration across departments to ensure a seamless leasing journey and high customer satisfaction.

Qualifications

2-5 years of exceptional customer-facing experience in hospitality, hotels, tourism, premium retail, membership organizations, residential communities, student services or related service environment.
Availability to work staggered shifts such as evenings and weekends on rotation.
Exceptional written and verbal communication and interpersonal skills.
Demonstrated ability to build trust and rapport with diverse groups of people.
Strong problem-solving and critical-thinking skills.
High level of initiative and accountability.
Tech-savvy and comfortable using Microsoft suite, CRM systems, Canva, digital communication tools and online leasing platforms.

Responsibilities

Connect with, monitor and nurture prospective residents throughout their housing journey.
Deliver personalized consultations, tours and housing recommendations to help residents find the right home.
Introduce residents to housing options, neighbourhoods, amenities and community experiences.
Anticipate customer needs, address concerns and remove friction in the leasing process.
Manage enquiries, waitlists and vacancy pipelines.
Handle personal information with discretion in line with RTA and PIPA.
Process rental applications, screening, references and credit checks.
Prepare, review and execute tenancy agreements and coordinate deposits.
Aim to achieve individual and team leasing targets.
Collaborate with departments to support occupancy and resident experiences.
Track and report leasing performance metrics and customer satisfaction indicators.
Maintain records of customer interactions in CRM and accounting systems.
Monitor and post unit listings, virtual tours, photography and leasing campaigns with Marketing.
Contribute to a culture of continuous improvement, collaboration, learning and accountability.

Skills

Customer service

Communication

CRM systems

Microsoft Suite

Canva

Digital communication tools

Online leasing platforms

Relationship building

Tools

CRM systems

Canva

Microsoft Suite

Online leasing platforms

Job description

The Company

UBC Properties Trust was established in 1988 to create and care for world-class spaces where people can live, learn, and grow.

The Company

UBC Properties Trust was established in 1988 to create and care for world-class spaces where people can live, learn, and grow.

The Opportunity

At 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 Like

Vibrant, positive and engaging communicator
Supportive and collaborative partner across departments
Demonstrates curiosity, empathy and emotional intelligence
Approaches problems with a solutions-focused mindset
Sees the bigger picture, thinks beyond administrative tasks and processes, and actively looks for ways to improve the customer experience.

Key Responsibilities

Connect with, monitor and nurture prospective residents throughout their housing journey
Deliver personalized consultations, tours and housing recommendations the help prospective residents find the right home for their needs and lifestyle
Introduce prospective residents to the unique housing options, neighbourhoods, amenities and community experiences we offer
Anticipate customer needs, address concerns and remove friction in the leasing process to create a seamless experience
Manage enquiries, waitlists and vacancy pipelines
Handle 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 RTA
Prepare, review and execute tenancy agreements and coordinate deposits accurately and on time
Proactively work to achieve individual and team leasing targets
Collaborate 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 systems
Actively monitor and post unit listings, virtual tours, photography and leasing campaigns in partnership with the Marketing team
Contribute to a culture of continuous improvement, collaboration, learning and accountability

Competencies 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 environment
Availability to work staggered shifts such as evenings and weekends on rotation
Exceptional written and verbal communication and interpersonal skills
Demonstrated ability to build trust and rapport with diverse groups of people
Strong problem-solving and critical-thinking skills
High level of initiative and accountability
Tech-savvy and comfortable using Microsoft suite, CRM systems, Canva, digital communication tools and online leasing platforms

Compensation And Benefits Package

At 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):