Leasing & Customer Experience Specialist — Bonus & Vacation

UBC Properties Trust; Vancouver; On-site; CAD 50,000 - 70,000; Full time

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

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.