Responsibilities
As a Resident Services Coordinator - Multifamily with Hines, you will play an integral role in demonstrating a 5-star resident and guest service experience in every interaction. You will exemplify extraordinary customer service skills as you provide prompt responses and showcase your vast knowledge of local entertainment and restaurant venues. Your possessing of in-depth familiarity of the local businesses will be vital to your success. Reporting to the Community Manager, the Resident Services Coordinator is insightful, helpful, and understands the value of good service. Responsibilities include, but are not limited to:

Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints

Responds within 24 hours to residents’ requests via telephone, email, or postal mail

Follows up with Residents within 24‑hours to ensure the inquiry/complaint has been resolved satisfactorily

Prepares a weekly summary report detailing each resident contact and plan to increase resident satisfaction

Responsible for greeting prospects, guests, and visitors as they arrive to our community

Provide a personalized experience, with emphasis on care and convenience for our future and current residents

Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled

Respond to resident complaints and concerns in a timely and skilled manner, making sure every situation handled ends with gratification

Act as the communication center providing residents community happenings daily, weekly, or monthly via the computer portal and postings

Plan, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home

Identify, communicate, and implement opportunities to improve resident experience and service

Completes application approval checklist in concert with leasing team





Tracks submitted applications for required approvals and documentation

Supports Hines culture and encourages an empowering environment to achieve top prospect survey results and social media reviews

Handle overflow scheduled tours by phone and email in a digital consultation approach. Provide information regarding the community, as well as services offered

Follows up on active prospects as required, including calls, emails; provides relevant information such as a quote

Assists maintenance team with coordination of preventative maintenance schedules, planning and notifications

Supervises certain contract obligations such as janitorial, window washing, elevator maintenance, security, valet, etc.

Carries out other duties as assigned by Community Manager

Qualifications
Minimum Requirements include:

High school diploma or GED from an accredited institution required

Must have excellent customer service experience with ability to pass fair housing exam

Must have at least two years relevant experience

Minimum two years’ experience in receiving and resolving customer service concerns/disputes

Hospitality experience a plus

Ability to effectively communicate both written and verbal

Ability to work independently without direct supervision

Must have knowledge of operations software used at the property level; Outlook, Internet software, Office 365, including Excel and Word

Ability to meet the highest attendance and punctuality requirements

Ability to visually inspect building, including the garage and roof areas

Ability to climb up and down stairs for inspections and emergency procedure practice or implementation

Ability to physically withstand long working hours

Ability to detect emergency alarms - auditory and/or visual

Ability to use olfactory, auditory, and visual senses

Able to work weekends and overtime as job requires

Benefits
Competitive compensation, comprehensive training, robust benefits and generous vacation packages.

We are an equal opportunity employer and support workforce diversity.

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📌 Resident Service Coordinator - West House (Ontario)
🏢 Hines
📍 Ontario