OCH is looking for a detail-oriented Tenant Experience Representative to provide a positive experience for our tenants including office reception services, rent reviews, transfer requests, and tenant debt matters . Reporting to the Manager, Rent and Lease Services the Tenant Experience Representative will also update and maintain all records for assigned OCH properties.
Tenant Experience Representative with OCH:Making sure our tenants are living in a safe environment is one of the main priorities of our organization. In this role you will be a crucial part of our team by creating such an environment for our tenants through ensuring their requests and rent payments are processed properly. You will be the key to providing valuable solutions to our tenants' concerns.
As a Tenant Experience Representative, some of the things you do will include:- Be the first point of contact at the OCH Office for tenant services
- Respond, de-escalate, and resolve concerns from tenants and the public in person, over the phone, and in writing
- Process rent payments
- Determine Rent Geared to Income (RGI) eligibility
- Calculate, intake, process, and digitize tenant documents regarding RGI rents
- Lead the annual income review process
- Complete documentation regarding new tenancies, rent increases, and more
- Update electronic files on record
- Inform tenants on transfer request matters
- Update intercom and fire safety lists for identified buildings
- Escalate appropriate situations to the correct team and level of supervision
- Represent OCH in a professional manner
- Understand, interpret, and apply appropriate legislation and OCH policies
You canlook forward to:- Meaningful work that improves tenant lives through safe, stable housing
- The opportunity to help build stronger, more inclusive communities across Ottawa
- A role with a purpose-driven, award-winning housing organization
- An inclusive culture where you can be your authentic self and feel you belong
- Career growth through training, mentorship, and development
- Opportunities to engage in DEI initiatives, peer programs, and volunteering
- Competitive compensation with a Total Rewards package and pension to support your health, wellbeing, and family
- Pride in contributing to work that makes a lasting difference in your city
What you bring:Education & Experience:A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.
- Completion of Grade 12
- Minimum of three (3) years experience working with the public providing customer service, preferably in a residential rental housing context, or working with vulnerable populations.
- Experience working with diverse populations with different cultural backgrounds and needs
Skills and abilities:- Reliability and dependability are key for this role
- Ability to overcome challenges in communication, including language or comprehension barriers
- Excellent organizational skills
- Knowledge of Excel, PowerPoint, Word, Outlook , and other standard corporate software
- Mathematical skills to calculate RGI rents and monthly reports
- Outstanding interpersonal and communication skills
- Work in a confidential manner and demonstrate diplomacy when dealing with sensitive issues
- Ability to meet deadlines and work under pressure in a fast-paced environment
- Ability to adapt and embrace change
- Ability to exercise good judgment and work without close supervision
- Completion of training related to rent-geared-to-income administration is preferred
- Oral fluency, reading, and writing abilities in bothEnglish and Frenchis required
- Ability to speak additional languages commonly used by OCH tenants is an asset
- Ability to learn , comprehend , and acquire new skills in a timely manner
Other requirements:- Satisfactory Criminal Records Check
Work conditions:- This is a hybrid position (35 hours per week)
Other details about the role:Affiliation: CUPE 503
Salary: $35.75 - $41.21
Build your future. Inspire change. Make an impact.Apply now!Location:
OttawaSalary Range:
$35.75 - $41.21Pay Type:
HourlyDepartment:
Tenancy AdministrationEmployment Type:
Full-timeClosing Date (DD/MM/YY):
23/07/2026Position Type:
TemporaryID:
806
