Brand and Customer Experience Specialist

Position Summary:
This position is responsible for the assurance that Westcorp Property Management Inc. delivers a world-class rental experience across all of our markets and enhances the digital brand of Westcorp Property Management Inc. This role is outward-facing and is the direct touch point for past, present, and future residents. This role directly reports to the Director of Marketing, and is often directly led by the Marketing Manager. This role is considered a hybrid role with a minimum of three days per week in the office.

Who You Are:

• You love people, solving problems, and have serious hustle
• Customer service and customer experience lights your fire
• You work well when collaborating with others, you understand what makes people tick, and you are always up for giving and receiving feedback.
• You are highly coachable.
• You are curious and love learning and taking experiences, processes, and practices to the next level
• You have a passion for digital advertising and social media, you understand different platforms and are always on the look out for new ways to enhance the digital and social media experience
• You are a strong written and verbal communicator, especially in sticky situations.
• You are comfortable working with a team that provides candid feedback and works to elevate quality and move the needle daily.
• You are a responsible and diligent individual who is a team player and takes ownership of their projects.

Key Responsibilities:
Record, Direct and Respond to Resident Feedback and Improve Processes

• Create Value for Residents
• This includes and isn't limited to: resolving queries, building relationships, creating engagement, educating, sourcing/directing inquiries
• Doing these duties in a timely manner
• The goal: create value that has tenants wanting to continually live here
• Turn Experiences into Insight
• Knowledge and data management of our systems and communications (NPS, RentCafé, etc.)
• Document insights from experiences to use in reporting and idea generation for elevating our services
• Identify learnings, innovations, and improvement opportunities
• Compile data and knowledge into regular and timely reporting
• The Goal: raising the bar in our service delivery and create loyalty and retention with our current tenants
• Teamwork
• Work in collaboration with the marketing team to create the desired outcome
• Create internal partnerships and relationships with key stakeholders
• Contribute and support the team in the initiatives undertaken by the department and organization

Build and Grow Westcorp's Online Reputation

• Brand and Reputation Management
• Identify and manage touchpoints and enhance how our brand is viewed online, offline, and inline
• Copywriting and Responses
• Manage copywriting and posting to on online platforms such as the website, Google, Facebook, etc
• Digital Maintenance, Listening, and Reporting
• Maintain and update digital channels, including social media and digital advertising
• Implement and utilize digital listening to inform strategies for improving the resident experience and the perceived value of the Westcorp brand and its affiliated properties
• Staying Current
• Learn and understand the evolving world of digital brand management and online customer relationship management, reporting learnings and discoveries
• Reporting & Support – track key metrics and report figures back to the marketing team on a monthly basis; assist with establishing tactics for each channel; attend, take notes, and summarize leasing, marketing, and planning meetings.
• The Goal – creating a lasting impression among consumers and ensure internal and external alignment with brand values and key messaging

Required Skills and Abilities:

• Related post-secondary education
• Minimum three years related experience in Customer Service
• Minimum two years experience in digital communication or social media and their best practices
• Advanced computer skills and knowledge of Microsoft Word, PowerPoint, Excel, Publisher and SharePoint.
• Excellent written and verbal communication ability
• High degree of professionalism and dedication to all stakeholders
• Strong inter-personal skills with the ability to work independently as well as on a team
• Ability to meet deadlines in a fast-paced environment
• Proven customer service skills and possess sensational customer service philosophy
• Must be personable and have a positive, energetic attitude
• Must be flexible and willing to change roles or responsibilities as required
• Must be available for occasional irregular work hours to provide support for events
• Highly organized, results-oriented and ability to work in a multi-functional team environment
• Possess sensational customer experience philosophy
• Must have own vehicle and valid driver's license
• Security clearance required upon offer of employment
• In alignment with our Westcorp Values:
• Integrity, Vitality, Accountability, Results, Collaboration, Learning and Innovation

Working at Westcorp:
Headquartered in Edmonton, Westcorp Property Management Inc. is a vertically integrated company that creates, invests in and manages residential, commercial, and hotel properties. Westcorp operates in Edmonton, Calgary, Kelowna, and Bonnyville, and they are committed to significant growth in the coming years. Based on its existing development land holdings, Westcorp confidently expects to double the size of its portfolio in the next 5-7 years.

Westcorp is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Westcorp employs 200 people with decades of combined, extensive and successful experience. We provide our employees with a work environment that promotes professional and personal development.

Our approach to employee attraction and retention is straightforward: We want the best of the best. To attract the 'best of class' and the best new entrants to the real estate field, Westcorp provides:

• Our Westcorp Values of Integrity, Vitality, Accountability, Results, Collaboration, Learning, and Innovation
• Competitive wages
• Comprehensive benefits package including a Health Spending Account
• Employee Assistance Program
• Career Plan
• Recognition programs
• Professional development learning
• An exceptional work environment
• A mentoring culture