Resident Experience Coordinator

JLL•Toronto, ON

1d•CA$57,750 - CA$68,250•Onsite

About The Position

The Resident Experience Coordinator at Charles West serves as the primary connection point between residents, construction teams, building operations, and leasing activities, ensuring exceptional service delivery throughout all phases of the resident journey. From initial inquiry through move-in and ongoing community engagement, you'll be at the heart of creating memorable experiences that foster community connection and resident loyalty. This position champions JLL's Culture of Communication, Collaboration, and Trust while maintaining Charles West's luxury service standards across all resident touchpoints. This is an exciting opportunity to contribute directly to JLL's business objectives by driving resident satisfaction, retention, and community vibrancy in a premier residential property.

Requirements

Minimum of 2-3 years of customer service experience in real estate, hospitality, marketing, or property management environments.
High school diploma required; College diploma or Bachelor's degree preferred.
Exceptional communication and interpersonal skills with genuine passion for public engagement and proven ability to manage challenging conversations during construction disruptions or operational challenges.
Demonstrated competency and advanced proficiency with Microsoft Office (Excel, Word, Outlook).
Self-starter with high initiative, agility, creativity, and flexibility, coupled with strong attention to detail and problem-solving abilities in dynamic environments.
Ability to work with a diverse group of people and interests while being culturally aware, with capacity to accept responsibility and account for actions.
Ability to utilize available time to organize and complete work within given deadlines while maintaining Charles West's luxury service standards.

Nice To Haves

Experience in Property Management or Leasing with understanding of residential operations and workflows.
Experience with Property Management software, particularly Yardi, including resident portal systems and database management.
Familiarity with the Residential Tenancies Act (RTA) and tenant rights and responsibilities.
Experience with resident or customer communication in construction or renovation environments where operational challenges require proactive engagement.
Thorough understanding of competing properties in the market with knowledge of local real estate trends and amenities.
Background in event planning, community programming, or hospitality with proven ability to create engaging resident experiences.
Experience supporting marketing initiatives including newsletters, social media content, or community calendars.

Responsibilities

Organize and support resident surprise and delight events and activities, managing event logistics including purchasing, set-up, take-down, and vendor coordination to increase customer loyalty and community connection.
Serve as the primary point of contact for resident inquiries related to construction activities, providing real-time communication and updates while coordinating construction schedules with resident activities and move-in/move-out processes.
Ensure exceptional move-in experiences through consistent communication, preparing arrival packages, conducting thorough move-in/move-out/suite turnover inspections, and coordinating service elevators and loading dock schedules.
Respond to resident phone calls, emails, and direct contact in a timely and professional manner, maintaining excellent resident relations and handling complaints with proper documentation, particularly construction-related issues.
Assist residents with Property Management Software/Resident Portal access and training post-Yardi Migration while communicating building improvements as value-added enhancements.
Establish comprehensive knowledge of the residential community including availability of suite types and layouts, common areas, amenities, and value-added services, performing showings as needed.
Collaborate with the marketing team on the property's newsletter and monthly calendar while providing administrative support to Leasing & Resident Experience Manager and Operations Manager, maintaining detailed notes regarding resident interactions and daily activities.