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RioCan Yonge Eglinton Centre
2300 Yonge St, Suite 500
Box 2386
Toronto, ON
M4P 1E4
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Summary

POSITION OVERVIEW:

Reporting to the General Manager, the Manager, Tenant Relations acts as a liaison between the Property Management and tenants. Their main goal is to promote the interests and satisfaction of the tenant by addressing tenant issues, improving customer service and monitoring tenant satisfaction, planning/executing facility events and facilitating open and transparent communication channels for tenants. This role is a part of a pilot project and is critical in elevating the tenant experience at the property.

RESPONSIBILITIES:

  • Develop and maintain positive relations with tenants, contractors, local community groups.
  • Create a best in class experience for tenants and customers.
  • Analyze processes and procedures to ensure optimum efficiency levels.
  • Assist in the development and capture all tenant interactions into the customer relationship management platform.
  • Primary tenant contact for requests and responsible for complaint follow-up and resolution.
  • Monitor and track work orders via RioCan Connect to ensure set service levels are met
  • Review tenant service calls to establish trends and resolve recurring service calls and complaints with the appropriate department(s).
  • Conduct tenant presentations and town halls focusing on building procedures, initiatives, and industry trends
  • Interface with tenant representative to ensure smooth move-in process, maintain and enhance relationship with tenant contact on ongoing basis
  • Keep tenants informed about building facilities and clarify building procedures
  • Resolve tenant disputes and review processes to eliminate reoccurrence of root cause of problem
  • Update tenant contact database including emergency contacts
  • Provide administrative support to the property management team
  • Conduct monthly inspections of the site and ensure repairs are completed in a timely manner
  • Analyze traffic counters and work with tenants to understand their business in order to maximize their sales
  • Lead property management tenant engagement events
  • Work with the corporate marketing team to implement the annual Marketing plan for the retail and office component
  • Understanding of leases, general accounting, and day to day operations
  • Other duties as assigned

QUALIFICATION REQUIREMENTS:

  • Minimum of 4+ years in a progressive client services role in the commercial real estate
  • Post-secondary education
  • Customer centric mentality is a must
  • Excellent interpersonal skills
  • Results oriented and ability to work in a fast-paced environment
  • Take ownership, innovative, and resourceful
  • Ability to work under pressure and meet deadlines without compromising accuracy and quality
  • Intermediate computer skills and proficiency in Excel
  • Excellent communication and problem solving skills
  • Demonstrate ability to learn / apply new processes
  • Proven organizational skills and ability to cope with changing needs
  • Initiative and the ability to work independently and also as part of a team
  • Familiarity with real estate softwares

 

RioCan brings together smart, talented people from diverse backgrounds, and creates spaces where we can all prosper.  People are at the core of who we are, and we respect that they have taken all kinds of paths to get here.

We are committed to creating an environment in which all employees are valued, included, and empowered to do their best work and bring great ideas. We value different voices and perspectives, and appreciate that unique backgrounds and identities make our organization stronger.

RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process please let us know and we will be happy to work with you to meet your needs.