Location: This position can be based in either Quebec or the Greater Toronto Area

Work Type: Hybrid; minimum 3 days in office

Position Description:

CAPREIT is seeking a motivated and energetic bilingual individual to help bring coordination, proactiveness, community and customer service escalation support, communication management and reporting to CAPREIT’s online reputation management and resident communications. We are looking for an individual PASSIONATE about social interaction and engagement and a positive brand ambassador to our residents who contact CAPREIT through our social channels. In addition, the successful candidate will work on behalf of our diverse Operations team and in-house corporate teams to manage their critical communication by editing and sending messages on their behalf through an online tool.

This position requires an individual to thrive in a fast-paced, dynamic environment while delivering great work. Flexibility and adaptability are key. A can-do attitude with an ability to roll-up-your-sleeves and focus on the details is critical. A customer-focused/issue-resolution obsession is a must. This candidate will be responsible for providing support to customer escalation initiatives and reporting in order to consistently improve CAPREIT’s online customer response and reputation. The successful candidate will be an excellent communicator, a versatile and creative writer, and a team player.

Reporting to the Manager, External Relations, you will assist with responding to all social media interactions with our residents online and providing communication support and electronic delivery in service of our Operations team. Your time will be divided between crafting top-notch responses to our residents who interact with us online through our WeCare and CAPCares programs (voice of the customer programs) and escalating their concerns to internal resources, including Operations, and managing that escalation to its final, successful closure, as well as editing, reviewing, escalating and ultimately scheduling communication messages to our resident.

Key Responsibilities could include, but are not limited to:

• Community management of CAPREIT’s social listening channels and content – escalating and receiving feedback from our Operations team to successfully resolve the client issue
• Program support of CAPREIT’s WeCare and CAPCares program
• Daily management of CAPREIT’s Google Review (Google My Business) accounts, responding to positive and negative reviews, and escalating where appropriate with Operations, ensuring all issues are tracked and managed to a successful conclusion, and creating programs to solicit positive reviews from our residents
• Respond in a timely manner to resident queries, concerns and comments across multiple platforms
• Editing, reviewing and sending resident communication through CAPREIT’s proprietary online resident tool – using judgement when to escalate issues or concerns to senior communications specialists
• Social Media listening (trends and crisis management)
• Monthly social media listening analytics and operational response reporting that informs which portfolios are appropriately following up with customer service issues to support reputation management
• Monitoring and reporting on Google Reviews for all buildings across CAPREIT’s Canadian portfolio – including responding to reviews, escalating to the appropriate Operations support, and reporting trends to Director that may indicate future service concerns
• Staying on top of social media customer service trends, best practices, technologies and recommending tactics to the Director for implementation

• Bilingualism is mandatory – both written and oral fluency
• University or college education, with a background in Marketing, Communications, Social Media Management or related work experience is required
• A recent graduate with a minimum of 1 year of marketing and communications experience
• A customer-first mentality, with a strong ability to effectively respond to client concerns and properly escalate where necessary to senior management or Operations
• Ability to effectively communicate with stakeholders and build cross-functional and cross-departmental relationships
• Above average written communication skills, emphasizing tact and diplomacy
• Proficient with Instagram, Twitter, Facebook, and LinkedIn
• Highly organized
• Work independently and as a member of a team
• Self-starter with little requirement for supervision
• Deadline oriented with a strong drive to get the job done
• Excellent communication and organizational skills, with the ability to take a project from start to finish
• Creative thinker and fast learner
• Ability to handle multiple priorities and tight deadlines

Technical Skills:

• Knowledge of basic Adobe Suite (InDesign, Illustrator, Photoshop)
• Knowledge of Sprout Social or other social media listening tools
• Canva
• Google Analytics
• Microsoft 365 Suite
• Google MyBusiness