Resident Services Coordinator

Hazelview Properties • Toronto, ON

9d • CA$55,000 - CA$65,000 • Onsite

About The Position

The Resident Services Coordinator is the primary tenant-facing representative of the building, responsible for delivering an exceptional resident experience from move-in to move-out. Central to this role is ownership of the building's front desk and concierge function - the Resident Services team is the primary face of the building for residents, guests, and visitors, and is responsible for maintaining a welcoming, professional, and responsive lobby presence across all scheduled shifts. The Coordinator also manages leasing administration, tenant communications, complaint handling, and amenity programming, and works closely with the Administrative Coordinator, Facilities Manager, and Senior PM to resolve tenant issues quickly and professionally.

Requirements

• Minimum 2 years of experience in tenant relations, residential property management, or a customer-facing service role
• Knowledge of Ontario's Residential Tenancies Act, particularly as it relates to leasing, renewals, and notices
• Experience with Yardi or similar property management software; familiarity with tenant apps (RISE or similar) an asset
• Exceptional interpersonal and communication skills - comfortable with difficult conversations
• Bilingual (English/French or English/other) an asset given building demographics
• Strong organizational skills with ability to manage multiple resident files simultaneously

Nice To Haves

• Familiarity with tenant apps (RISE or similar)

Responsibilities

• Staff the building's front desk during all scheduled concierge shifts - this is the primary service touchpoint for residents and a core function of this role
• Greet and assist residents, guests, contractors, and visitors in a courteous and professional manner
• Manage package receipt, logging, notification, and pickup in accordance with building procedures
• Handle visitor access control: verify credentials, issue visitor passes, and maintain access logs
• Respond to general resident inquiries at the desk, by phone, and via the RISE app, triaging and directing requests to the appropriate team
• Maintain the front desk and lobby area in a clean, organized, and presentable condition at all times
• Coordinate with the Facilities Manager and Live-In Superintendent for after-hours handoff and escalation
• Log all front desk activity, service requests, and incidents in Yardi for team visibility and follow-up
• Vendor access coordination support for in suite maintenance
• Leverage all available features within building technology platforms, including the Station House app, to manage front desk operations, amenity bookings, and resident interactions; proactively learn new capabilities as the platform continues to evolve and identify opportunities to enhance service delivery
• Prepare and process all lease documents for incoming tenants in coordination with the leasing agent team
• Coordinate lease signings and ensure all documentation is complete prior to occupancy
• Manage move-in coordination, including scheduling, key assignment, and suite readiness confirmation
• Conduct move-in inspections with tenants and document suite condition accurately
• Administer transfer requests, assignment/sublet applications, and move-out notice intake
• Support showings and sales activities as needed
• Deliver all tenant communications: building updates, planned outages, notices, and community announcements
• Manage onboarding and welcome communication for all new residents
• Receive, triage, and resolve tenant complaints in a timely and professional manner
• Escalate unresolved issues or conflicts to the Senior Property Manager as appropriate
• Coordinate and deliver rent increase and lease renewal proposals to tenants
• Manage amenity bookings, usage policies, and resident access through the Station House app
• Plan and coordinate resident events and community programming initiatives
• Manage key inventory, fob access, and unit access records
• Support access control administration and coordinate with the Facilities team for security-related matters
• Conduct pre-move-out inspections and provide tenants with written summaries of any deficiencies
• Support the move-out inspection process and coordinate with Maintenance for unit turnover
• Process and communicate tenant chargebacks in a professional and documented manner
• Manage the Station House tenant app platform - onboarding residents, responding to app requests, and reporting issues

Benefits

• bonuses
• recognition rewards program
• comprehensive health and dental benefits
• continuous development opportunities
• variety of paid time off plans (e.g. vacation, wellness, volunteering, summer flex days)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed