Leasing and Customer Experience Advisor in Vancouver

The Company UBC Properties Trust was established in 1988 to create and care for world-class spaces where people can live, learn, and grow.

The Opportunity

At UBC Properties Trust, leasing is about much more than filling homes. As a Leasing and Customer Experience Advisor, you will help people navigate one of the most important decisions in their lives: finding a place to call home. Whether someone is moving from across the world, arriving at UBC for the first time, or looking for a community where they can put down roots, you will guide them through the process with empathy, care and expertise. You will be the first point of contact, creating exceptional experiences that make people feel welcomed and informed from their first enquiry to move-in day. This role is ideal for someone who loves helping people, thrives in a service-focused environment and believes that customer service is really about building genuine relationships.

What The Successful Candidate Looks Like

• Vibrant, positive and engaging communicator
• Supportive and collaborative partner across departments
• Demonstrates curiosity, empathy and emotional intelligence
• Approaches problems with a solutions-focused mindset
• Sees the bigger picture, thinks beyond administrative tasks and processes, and actively looks for ways to improve the customer experience.

Key Responsibilities

• Connect with, monitor and nurture prospective residents throughout their housing journey
• Deliver personalized consultations, tours and housing recommendations to help prospective residents find the right home for their needs and lifestyle
• Introduce prospective residents to the unique housing options, neighbourhoods, amenities and community experiences we offer
• Anticipate customer needs, address concerns and remove friction in the leasing process to create a seamless experience
• Manage enquiries, waitlists and vacancy pipelines
• Handle personal information with discretion and in accordance with the Residential Tenancy Act (RTA) and Personal Information Protection Act (PIPA)
• Process rental applications, screening, reference and credit checks in line with the RTA
• Prepare, review and execute tenancy agreements and coordinate deposits accurately and on time
• Proactively work to achieve individual and team leasing targets
• Collaborate with other departments to support occupancy and resident experiences objectives (including a smooth hand over from leasing to property management)
• Track and report leasing performance metrics (inquiries, response times, conversion rates, occupancy, vacancy periods and customer satisfaction indicators)
• Maintain accurate and timely records of all customer interactions in the customer and accounting systems
• Actively monitor and post unit listings, virtual tours, photography and leasing campaigns in partnership with the Marketing team
• Contribute to a culture of continuous improvement, collaboration, learning and accountability

Competencies And Qualifications

• 2-5 years of exceptional customer-facing experience in hospitality, hotels, tourism, premium retail, membership organizations, residential communities, student services or a 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

Compensation And Benefits Package

At UBC Properties Trust, our benefits exemplify our values and focus on health, family, learning, hard work, and tenure. Some benefits we have to offer (among others we have):

• Full Extended Benefits (health, dental, and vision)
• A health and wellness spending account
• RRSP Contribution
• Annual performance-based bonus and retention compensation
• Pet-friendly office
• Minimum 3 weeks paid vacation (increases with tenure) and 10 paid sick days