Customer Relations & Reporting Coordinator

Northview Residential REIT•Yellowknife, NT

53d

About The Position

At Northview, we are a passionate, community-focused team dedicated to making our properties the best they can be. We are proud to live, work, and play in the neighborhoods we serve, next to our residents, hotel guests, and commercial tenants across Canada. We are looking for a Customer Relations & Reporting Coordinator to join our Residential team in Yellowknife, NT. Reporting to the Regional Manager, you will be responsible for responding to resident enquiries, providing information regarding services and policies, processing service requests, and maintaining accurate resident records. In addition to core customer service responsibilities, this role supports operational reporting and analysis by compiling service data, generating reports, and assisting in identifying trends to improve resident satisfaction and service delivery. This position plays a key role in ensuring consistent, data-informed customer service within Residential Operations.

Requirements

Completion of secondary school; post-secondary education in business, analytics, or a related field is an asset
Demonstrated experience in customer service, client relations, or information services
Experience handling customer enquiries, resolving complaints, and maintaining records
Experience with reporting and data analysis, including use of Excel and Power BI
Ability to communicate complex information clearly to non-technical audiences
Strong attention to detail and accuracy in data entry and documentation
Proven ability to manage multiple requests in a fast-paced environment
Experience collaborating across teams to resolve issues and improve service delivery

Responsibilities

Respond to resident enquiries in person, by phone, and by email regarding services, policies, lease terms, and procedures
Provide accurate and timely information related to resident accounts, payments, and service requests
Explain available services and processes clearly to residents and support informed decision-making
Investigate and resolve resident concerns and complaints in a professional and timely manner
Document interactions, actions taken, and outcomes in internal systems
Escalate complex issues as required and follow up to ensure resolution
Receive and process service requests, including maintenance and resident retention-related inquiries
Coordinate with internal teams to ensure timely service delivery
Track and follow up on open requests to ensure completion and resident satisfaction
Maintain and update resident records and databases (e.g., Yardi) with a high degree of accuracy
Update lease information, renewal documentation, and resident files
Support tracking of lease expiries and preparation of renewal-related documentation
Receive and process payments and related documentation, ensuring accuracy and completeness
Assist with preparation and service of notices in accordance with company policies and applicable regulations
Compile and analyze resident service data, including inquiries, complaints, and service request trends
Generate recurring and ad hoc reports using Excel and Power BI to support operational decision-making
Develop dashboards and visual reports to track service levels, response times, and resident satisfaction metrics
Translate data findings into clear, actionable insights for non-technical stakeholders
Identify trends and recommend improvements to enhance customer service delivery and efficiency
Provide administrative and coordination support to the Residential Operations team
Collaborate with multiple departments to ensure consistent and timely service delivery
Act as backup support for leasing and administrative functions as required
Perform other customer service and administrative duties as assigned