Resident Services Coordinator

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.

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.

Key Responsibilities

Front Desk & Concierge Services (Primary Responsibility)

• 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

Leasing

• 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

Tenant Communication & Relationship Management

• 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

Community & Amenity Management

• 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

Move-Out & Tenant Lifecycle

• 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

Qualifications

Job 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

Working Conditions

Shift-based scheduling to ensure full front desk and concierge coverage. Shifts may span daytime and some evening hours to provide consistent lobby presence. This is a fully on-site role; front desk coverage is a core scheduling requirement.

Hazelview Property Services Inc. is an inclusive and equal opportunity employer. If you require an accommodation to participate in any aspect of the recruitment process or to perform essential job functions, please let us know. We will work with you to accommodate your needs and in accordance with all applicable legislation. Information related to accommodation requirements will be addressed confidentially.

Our vision for sustainability is to foster happy, healthy, thriving communities where we operate. We recognize that it is the responsibility of Hazelview to create an inclusive environment that respects the dignity and diversity of all team members. To learn more, please visit the following link:

Compensation

The expected annualized base salary range for this position is $55,000 - $65,000 . The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, and relevant education or training. Base salary is only one component of Hazelview’s competitive total rewards package. Other offerings also include bonuses, recognition rewards program, comprehensive health and dental benefits, continuous development opportunities, and a variety of paid time off plans (e.g. vacation, wellness, volunteering, summer flex days).

About The Company

At Hazelview Properties, we take great pride in creating rental communities that people are proud to call home. For over 25 years, residents in >200 buildings across Canada have trusted us to deliver thoughtfully designed, well-maintained, and welcoming places to live—places that go beyond housing to offer real value and a true sense of belonging.

We create value for people and places

Our portfolio includes both purpose-built rental communities and revitalized vintage buildings, each designed to meet the needs of today’s renters with modern amenities, sustainable features, and prime locations. Backed by responsive, responsible property management, we deliver an experience rooted in care, quality, and community. We’re more than just property managers—we’re community builders. From resident-focused programming to initiatives that support well-being and resilience, our commitment is to create spaces that feel like home and inspire pride in place.

Our Core Values

• Trust
• Ambition
• Collaboration
• Ownership Mindset
• Having Fun