JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Resident Experience Coordinator – JLL
What this job involves:
The Resident Experience Coordinator at Charles West serves as the primary connection point between residents, construction teams, building operations, and leasing activities, ensuring exceptional service delivery throughout all phases of the resident journey. From initial inquiry through move-in and ongoing community engagement, you'll be at the heart of creating memorable experiences that foster community connection and resident loyalty. This position champions JLL's Culture of Communication, Collaboration, and Trust while maintaining Charles West's luxury service standards across all resident touchpoints. This is an exciting opportunity to contribute directly to JLL's business objectives by driving resident satisfaction, retention, and community vibrancy in a premier residential property.
What your day-to-day will look like:
Organize and support resident surprise and delight events and activities, managing event logistics including purchasing, set-up, take-down, and vendor coordination to increase customer loyalty and community connection.
Serve as the primary point of contact for resident inquiries related to construction activities, providing real-time communication and updates while coordinating construction schedules with resident activities and move-in/move-out processes.
Ensure exceptional move-in experiences through consistent communication, preparing arrival packages, conducting thorough move-in/move-out/suite turnover inspections, and coordinating service elevators and loading dock schedules.
Respond to resident phone calls, emails, and direct contact in a timely and professional manner, maintaining excellent resident relations and handling complaints with proper documentation, particularly construction-related issues.
Assist residents with Property Management Software/Resident Portal access and training post-Yardi Migration while communicating building improvements as value-added enhancements.
Establish comprehensive knowledge of the residential community including availability of suite types and layouts, common areas, amenities, and value-added services, performing showings as needed.
Collaborate with the marketing team on the property's newsletter and monthly calendar while providing administrative support to Leasing & Resident Experience Manager and Operations Manager, maintaining detailed notes regarding resident interactions and daily activities.
Required Qualifications:
Minimum of 2-3 years of customer service experience in real estate, hospitality, marketing, or property management environments.
High school diploma required; College diploma or Bachelor's degree preferred.
Exceptional communication and interpersonal skills with genuine passion for public engagement and proven ability to manage challenging conversations during construction disruptions or operational challenges.
Demonstrated competency and advanced proficiency with Microsoft Office (Excel, Word, Outlook).
Self-starter with high initiative, agility, creativity, and flexibility, coupled with strong attention to detail and problem-solving abilities in dynamic environments.
Ability to work with a diverse group of people and interests while being culturally aware, with capacity to accept responsibility and account for actions.
Ability to utilize available time to organize and complete work within given deadlines while maintaining Charles West's luxury service standards.
Preferred Qualifications:
Experience in Property Management or Leasing with understanding of residential operations and workflows.
Experience with Property Management software, particularly Yardi, including resident portal systems and database management.
Familiarity with the Residential Tenancies Act (RTA) and tenant rights and responsibilities.
Experience with resident or customer communication in construction or renovation environments where operational challenges require proactive engagement.
Thorough understanding of competing properties in the market with knowledge of local real estate trends and amenities.
Background in event planning, community programming, or hospitality with proven ability to create engaging resident experiences.
Experience supporting marketing initiatives including newsletters, social media content, or community calendars.
Location:
Charles West, Toronto, Ontario
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
