Customer Care Mentor

Job Description

Posted Tuesday, October 1, 2024 at 6:00 a.m.

Boardwalk provides Canadians with a quality, comfortable, home living experience. We offer rental apartments and townhouses that come in a wide breadth of shapes, sizes and sets of amenities. We operate 33,000 units across Alberta, British Columbia, Ontario, Saskatchewan, and Quebec.

Boardwalk recognizes our Associates as our most valuable asset. We are proud to provide competitive wages, profit-sharing, and amazing benefits like flexible group medical and dental, fitness reimbursement, training and development, group RRSP matching, rental discounts, and more!

We pride ourselves in providing the best customer service and helping people find their perfect home. Customer Service is an integral part of our Company Values and we are looking for individuals who are passionate about the same. If you have previous customer service, sales, or property management experience, we’d love to hear from you!

Responsibilities

• Meet with all new Associates on their first day of work and conduct hands-on training, following mentorship training guides
• Provide ongoing feedback to Associates during training including face to face and written testing
• Follow-up with new Associates on a weekly basis
• Continue to be available as a resource to new Associates after training is complete
• Provide feedback to Leader on new Associate training and document the 2, 4, 6 week follow ups in BAPS
• Provide Leader with updates regarding the necessity of additional training or recertification
• Conduct necessary retraining with existing Associates
• Train Associates on new initiatives, programs, procedures as needed
• Assist in the development of training guides and/or procedure manuals
• Ongoing review and implementation of improvements to mentorship program
• Liaise and share with Human Resources / Regional Director regarding the effectiveness of mentorship program
• Assist with site coverage as needed
• Complete all required administration for the position on a tablet
• Special projects and tasks as assigned by the Leader
  
  

Experience And Educational Requirements

• Post-Secondary Education required
• Strong knowledge of the Residential Tenancies Act
• Boardwalk Experience in the position
  
  

Technical Requirements

• Strong knowledge of Boardwalk applications - BPMS, BOSS, BAPS, etc.
• Microsoft Office experience is an asset
• Familiarity with computer tablets is an asset
  
  

Non-Technical Requirements

• Ability to communicate effectively in English both written and oral
• Strong commitment to providing excellent customer service
• Dedicated to building better communities for all our Resident Members and surrounding communities
• Excellent listening and telephone etiquette skills
• Experience dealing with day-to-day business operations, exceptional problem-solving and decision-making capabilities
• Ability to learn quickly, adapt to change and be flexible in nature
• Displays a high level of initiative and commitment to success (striving toward Boardwalk’s mission statement)
• Ability to create trust and build lasting business relationships, able to handle sensitive and confidential matters
• Exceptional team building and leadership skills, including ability to motivate and lead other Associates in a team environment
• Ability to work independently (self-managed) and with other Associates in a team environment
• Able to troubleshoot site technical issues
• Must have a valid driver’s license, vehicle and clean driving record
• Willing to travel to multiple sites/cities
  
  

Interested applicants are invited to submit a cover letter and resume.

We would like to thank you in advance for your application, however, only those candidates who are being considered will be contacted. Offers of employment will be contingent on satisfactory Security Background Checks, Reference Checks, and Post-offer/Pre-employment Physical Testing where applicable.

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Ready to shape the future of our communities? Come work with us and learn where doing what you love means never working a day in your life!

Deeply rooted in family spirit and humility, Boardwalk’s five core values of integrity, associates, teamwork, customer service and social responsibility are more than just words - they are a way of life. Coupled with our Golden Foundation of ‘treat others as you would like to be treated,’ ‘be good,’ ‘love community’ and ‘have fun,’ we believe in happiness and creating the most memorable experiences for both our Associates and Resident Members, continually looking for new and innovative ways to enhance and strengthen all our Boardwalk communities.

We hope these values speak to you as they speak so meaningfully to us!

As we continue to grow, we remain unwavering in our commitment to providing Resident Members with the best quality rental communities. This same commitment means Boardwalk is always seeking individuals who have a positive attitude, are energetic and passionate, self-driven, productive, have the capacity to deliver high-quality results and who believe in the power of teamwork.

Together, with you as part of our team, we will continue to create meaning every day for those who choose to call Boardwalk home.

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Diversity, Equity and Inclusion Commitment Statement

We are committed to attracting and retaining a diverse team that will honour and celebrate your experiences, perspectives and unique identity regardless of age, ethnicity, race, colour, abilities, religion, socio-economic status, culture, gender, sexual orientation, gender identity and gender expression.

Together, our communities strive to create and maintain working and learning environments that are inclusive, equitable and welcoming.

We believe every Associate in our team enriches our diversity by exposing us to a broad range of values, customs and experience to better understand and engage with the world around us, identify challenges, so as to discover, design and deliver solutions together.