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Assistant Resident Manager

2 months ago

Calgary AB, Canada FirstService Residential Full time

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 dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical and dental coverage, career training, and support for continued professional development.Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.Job ResponsibilitiesReporting to the Property Manager, the Residential Manager carries out the administration and execution of the day-to-day services and strategies in all assigned residential property enterprises. The Residential Manager is a highly responsible individual who enjoys a variety of operations and project management tasks all while ensuring a high level of customer service is maintained at all times. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.LeasingResponsible for ensuring all property management policies, procedures, and operations are executed to FirstService Residential StandardsOversee and participate in the full leasing process; providing training to supports and teams as neededMaintain a comprehensive and up to date knowledge of the property, including availability, vacancy, suite layouts, common areas, amenities, parking, etcInspect all vacant suites weekly to ensure they are in Rent Ready conditionDevelop all leads including telephone and email inquiries within three hours of being received with an objective to converting to “personal tours”; conduct “personal tours” with the prospective resident outlining the features and benefits of the area, property, and the value of living at the property.Ensure rental applications are complete and information is accurately entered into Yardi for final approval from Property Manager within 12 hours of receipt of applicationConduct income verification and reference verification on applicationsConduct credit checks using RentCheckAdvise applicants within a timely manner of status of applicationFacilitate the signing of all leases, schedules, assignments and addendumsManage the renewal and retention programMarketingAssist Marketing Manager with execution of property marketing and leasing planConduct regular market research surveys and provide input on pricing and strategy with a goal of maximizing revenue and minimizing vacancy lossProvide key input into the marketing program and maintain all marketing material to ensure it is up to date and current; be available to attend marketing campaigns such as open houses.Attend Community events to continue to build strong relationships within the community.Customer ServicePractice excellent resident relations through regular resident visits to ensure concerns and complaints are dealt with in a timely, professional manner to ensure long-term tenancies.Handle resident concerns an inquiries with a goal of 100% satisfaction.Respond to all resident inquiries concerns within a 48 hour windowFoster a strong customer service culture amongst all team membersEnsure resident move-ins and move-outs are efficient, timely and ensuring diligence on recoveries.Administration and ReportingProvide updated and accurate vacancy reports to the Property Manager upon request.Issue and deliver notices such as violation notice, notice to enter, termination notices by approved method.Review weekly availability reportsReview monthly reports as provided by Property ManagerEnsure compliance with the Residential Tenancies Act in all procedures.Attend Community events to continue to build strong relationships within the community.Office ManagementComplete administrative support as required, including courier and mail handlingMaintain digital and physical filing systems within office, Yardi, and MS Teams environmentMaintain all resident information in accordance with privacy regulations and legislationMaintain maintenance of office and kitchen suppliesAnswer all incoming phone calls and emails, including resident maintenance requestsCreate, maintain and manage Resident contacts, work order closeouts and calendar reservations in the community program.Maintenance and Building ManagementEffectively schedule month end turnover and suite renovations within the properties, and within a pre-determined timeframe.Enter and receive all purchase orders in YardiActively monitor conditions in suites and common areasMonitor and ensure proper and full use of Yardi Mobile Maintenance application by Maintenance TechniciansEnter Work Orders in Yardi for all tasks to be completed by maintenance teamEducate residents on availability of resident portal to submit work ordersConduct annual, periodic and pre-move inspections and co-ordinate required maintenance work as necessaryCo-ordinate reservations of elevators for move-ins and move-outsReview suites on turnover and determine scope for any work based on established policies and procedures; ensure completed in a timely mannerCo-ordinate appointments and conduct move-in and move-out inspectionsEnsure preventative maintenance is scheduled with Maintenance Team and external tradesAssist Maintenance Team with scheduling and supervision of external tradesProvide access as needed for Maintenance Team and external trades as neededAccounts ReceivableComplete rent collection for all residential and commercial units, striving for zero arrears each monthRecord all payments received and provide to corporate deposit desk for entry to YardiDeposit all payments to bank using cheque scanners where possibleEducate and encourage residents to use ClickPay payment platformMonitor aged receivables report weekly for delinquency and collect delinquent rentsServe all legal documentation pertaining to non-payment of rent, including any Residential Tenancies Act specific documents as per legislative guidelinesAssist in filing any legal actions for non payment of rent through the Residential Tenancies Dispute Resolution Service or other prescribed meansEnsure any and all outstanding debts are sent to collectionsAdditional Duties & ResponsibilitiesPractice and adhere to FirstService Residential Global Service Standards.Conduct business at all times with the highest standards of personal, professional and ethical conduct.Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.Ensure all safety precautions are followed while performing the work.Follow all policies and Standard Operating Procedures as instructed by Management.Perform any range of special projects, tasks and other related duties as assigned.Health and SafetyEnsure compliance with all legislation (Municipal, Provincial and Federal), including but not limited to: Residential Tenancies Act of Alberta, Alberta Labour Relations Code, Alberta Occupational Health and Safety Act, Alberta Minimum Housing and Health Standards, Alberta Fire CodeComply with all requirements when a Public State of Emergency is issued by municipal, provincial or federal authorities.Comply with regular fire and life safety standards including monthly testing and annual drillsEnsure all trades comply with the health and safety policy.Immediately report any infractions, damaged equipment and hazardous conditions or equipment.Education & ExperienceHigh School Graduate; Post-Secondary Education or industry experience requiredResident Tenancies Act knowledge requiredARM designation an asset but not requiredCPM designation an asset but not requiredRECA License in Property Management an asset but not requiredExcellent customer service skills with at least five years of customer service work.Minimum three years’ experience in a fast paced office environment.Intermediate knowledge of MS Office and aptitude to learn new software programs.Experience using Yardi is an assetKnowledge, Skills & ProficienciesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.Work effectively in a team environment, with the ability to work independentlyPositive and energetic outlook, with the ability to work effectively under pressureStrong interpersonal skillsProven organizational skills; able to cope with changing tenant needs and deliver successful results within agreed upon time framesExcellent verbal and written communication skillsDetail oriented; able to resolve problems using facts and sound reasoning5th Class Operator’s License Required and person liable vehicle required.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.