Job Title

Join to apply for the Resident Services Manager - 12 month contract role at FirstService Residential Canada . We are searching for a Resident Services Manager to oversee daily operations and ensure high levels of resident satisfaction across our portfolio of residential properties. Description FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. Our commitment to associate satisfaction and growth is recognized through our Great Place to Work certification. 19,000 associates benefit from competitive salaries, toptier medical and dental coverage, career training, and ongoing professional development. This 12month contract position reports to the Property Manager and is focused on executing daytoday services and strategies for all assigned residential property enterprises. Essential Duties & Responsibilities Leasing Execute all property management policies, procedures, and operations in accordance with FirstService Residential standards. Oversee and participate in the full leasing process; provide training to support staff and teams as needed. Maintain comprehensive and uptodate knowledge of property availability, vacancy, suite layouts, common areas, amenities, and parking. Inspect all vacant suites weekly to ensure they are in Rent Ready condition. Develop leads, including telephone and email inquiries, within three hours of receipt with a focus on converting to personal tours; conduct tours outlining the features, benefits, and value of living at the property. Ensure rental applications are complete and accurately entered into Yardi for final approval from the Property Manager within 12 hours of receipt. Conduct income verification, reference verification, and credit checks using RentCheck. Advise applicants promptly on application status. Facilitate the signing of all leases, schedules, assignments and addendums. Manage the renewal and retention program. Marketing Assist the Marketing Manager with execution of the property marketing and leasing plan. Conduct regular market research surveys and provide input on pricing and strategy with a goal of maximizing revenue and minimizing vacancy loss. Maintain all marketing material to ensure it is current and uptodate; attend marketing campaigns such as open houses. Attend community events to build strong relationships within the community. Customer Service Practice excellent resident relations through regular visits, ensuring concerns and complaints are resolved in a timely, professional manner. Handle resident inquiries with a goal of 100% satisfaction. Respond to all resident inquiries within a 48hour window. Foster a strong customerservice culture amongst all team members. Ensure resident moveins and moveouts are efficient and timely, guaranteeing diligent recoveries. Supervisory Responsibility Supervisor of up to five team members. Education & Experience High School Graduate; postsecondary education or industry experience required. Resident Tenancies Act knowledge required. ARM designation is an asset but not required. CPM designation is an asset but not required. RECA license in property management is an asset but not required. Excellent customer service skills with at least five years of customer service experience. Minimum three years of experience in a fastpaced office environment. Intermediate knowledge of MS Office and aptitude to learn new software. Experience using Yardi is an asset. Knowledge, Skills & Proficiencies Effective team collaboration while maintaining the ability to work independently. Positive and energetic outlook, with the ability to work effectively under pressure. Strong interpersonal skills. Proven organizational skills; able to cope with changing tenant needs and deliver results within agreed time frames. Excellent verbal and written communication skills. Detail oriented; able to resolve problems using facts and sound reasoning. 5th Class Operators License required; vehicle liability required. Administration and Reporting Provide updated and accurate vacancy reports to the Property Manager upon request. Issue and deliver notices such as violation notice, notice to enter, and termination notices by approved method. Review weekly availability reports. Review monthly reports as provided by the Property Manager. Ensure compliance with the Residential Tenancies Act in all procedures. Attend community events to build strong relationships. Office Management Complete administrative support including courier and mail handling. Maintain digital and physical filing systems within the office, Yardi, and MS Teams environment. Maintain resident information in accordance with privacy regulations. Maintain office and kitchen supplies. Answer all incoming phone calls and emails, including resident maintenance requests. Create, maintain and manage resident contacts, work order closeouts, and calendar reservations in the community program. Team Management Supervise, coach and train site teams to ensure quality and efficiency. Develop and motivate site teams by managing performance to expectations and established standards. Hold responsibility and accountability for team actions and supervision. Recognize exemplary performance as it occurs. Maintenance and Building Management Schedule monthend turnover and suite renovations within a predefined timeframe. Enter and receive all purchase orders in Yardi. Monitor conditions in suites and common areas. Ensure proper use of Yardi Mobile Maintenance application by maintenance technicians. Enter work orders in Yardi for all tasks to be completed by the maintenance team. Educate residents on availability of the resident portal to submit work orders. Conduct annual, periodic and premove inspections and coordinate required maintenance work. Coordinate reservations of elevators for moveins and moveouts. Review suites on turnover and determine scope for any work based on established policies; ensure completion in a timely manner. Coordinate appointments and conduct movein and moveout inspections. Ensure preventive maintenance is scheduled with maintenance team and external trades. Assist maintenance team with scheduling and supervision of external trades. Provide access to maintenance team and external trades as needed. Accounts Receivable Complete rent collection for all residential and commercial units, striving for zero arrears each month. Record all payments received and provide them to corporate deposit desk for entry to Yardi. Deposit all payments to bank using cheque scanners where possible. Educate and encourage residents to use ClickPay payment platform. Monitor aged receivables report weekly for delinquency and collect delinquent rents. Serve all legal documentation pertaining to nonpayment of rent in accordance with the Residential Tenancies Act. Assist in filing any legal actions for nonpayment of rent through the appropriate dispute resolution service. Ensure all outstanding debts are sent to collections. Tools & Equipment Used Computer General office equipment Cell phone Tablet Physical Requirements / Working Environment Use of a keyboard. Phone and facetoface communication. Sitting for extended periods. Use of a computer. General office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs. Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of duties, responsibilities, or qualifications. This is an allinclusive job description; management reserves the right to assign or reassign duties as necessary. Job Details Seniority level: MidSenior level Employment type: Fulltime Job function: Other Referrals increase your chances of interviewing at FirstService Residential Canada by 2x. Sign in to set job alerts for Service Manager roles. #J-18808-Ljbffr