滑铁卢物管公司 Executive Assistant/Office Manager

1) Customer Complaint Handling & Resolution Receive, document, and resolve tenant concerns, complaints, and service issues with professionalism and urgency. De-escalate difficult situations using empathy and problem-solving techniques. Follow up with tenants to confirm resolution and ensure satisfaction. Escalate sensitive or high-risk issues to management as needed and ensure proper documentation. 2) Improve Tenant Satisfaction Maintain a positive tenant experience through proactive communication and service recovery practices. Coordinate and track maintenance requests and follow-ups to ensure timely completion. Identify recurring issues and suggest improvements to reduce complaints and increase retention. Support tenant engagement initiatives (updates, announcements, community notices, reminders). 3) Rent Collection & Delinquency Reduction Monitor rent payments, send reminders, and support monthly collection processes. Follow up on delinquent accounts and maintain consistent communication to reduce outstanding balances. Support repayment plan coordination and track payment arrangements. Prepare reports for management on arrears, collection performance, and debt percentage trends. Assist with notices and documentation related to non-payment, following internal policies and local regulations. 4) Office Operations & Coordination Coordinate office schedules, meetings, and internal administrative tasks. Maintain organized filing systems for tenants, landlords, and property records (digital & physical). Manage office supplies, equipment needs, and vendor communications for office operations. Support onboarding and training coordination for new staff (as needed). Ensure procedures are followed consistently and help improve office systems and workflows. 5) Communication Support (Email + Phone + Walk-ins) Answer high-volume phone calls and respond to emails promptly and professionally. Direct inquiries to the appropriate team member and ensure follow-through. Maintain professional communication standards and customer service tone. Provide basic support to tenants and landlords regarding policies, payments, leases, and maintenance processes. 6) Landlord & Client Relationship Support Maintain professional and responsive communication with landlords regarding property issues, rent status, and tenant concerns. Assist in preparing landlord updates, statements, and reports. Support coordination of inspections, property updates, and maintenance approvals. Help maintain strong client relationships by ensuring service standards are met. 7) Administrative & Reporting Support Enter and update tenant/landlord information accurately in property management systems. Assist with lease documentation, renewals, notices, and correspondence templates. Track work orders, vendor invoices, and ensure approvals/documentation are complete. Prepare weekly or monthly performance summaries related to complaints, collections, and service timelines. Performance Metrics (Success Indicators)