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Community Manager
1 month ago
**At Old Oak**:
- We demonstrate integrity in everything we do;
- We keep our people, our customers, and our community as our priority;
- We are a company where people want to be
**What We Offer**:
- Certified Great Place to Work®
- A company that gives back to the local community
- Opportunities for subsidized professional development
- A friendly, fun, and safe team-oriented work environment
- Room for future growth and advancement
- Complimentary fitness membership
- Volunteering Days
- Health/Dental benefits package
- Competitive wage structure/bonus
- Approximate 40-hour workweek, Monday to Friday 8-4:30 pm
**About the Role**:
The Community Manager is the primary customer-facing position for each campus. They are responsible for the overall customer service, communication, and resident engagement activities of the assigned campus. The focus of this role is to direct a high degree of emphasis on customer satisfaction and resident retention to enhance the customer experience.
**Main Responsibilities**:
- Resident Relationships & Information Management_
- Maintain strong relationships with residents to reflect superior customer service.
- Ensure prompt service to residents and prospective residents.
- Reasonably enforce the landlord’s rules and regulations.
- Promote resident retention by communicating effectively with existing residents and ensure, in close cooperation with the Property Management team, that resident issues are solved.
- Enter Maintenance Request/ other service requests into YARDI on behalf of residents that do not have access to our Resident Portal (and provide written requests as needed).
- Maintain the privacy and confidentiality of all resident information always.
- _Customer Service_
- Receive, investigate, and address all resident inquiries, complaints, and concerns as they arise.
- Prepare all resident correspondence(s) (_this does not include legal forms and/or forms related to the Landlord and Tenant Board)._
- Responsible for general resident communications, building postings, updating the Resident Portal, etc.
- Plan and lead delivery of the Resident Engagement Events, executing a minimum of 10 events per calendar year (Examples: Summer BBQs, Holiday Gatherings, Easter Egg Hunt, Valentine’s Day-themed events, Colouring Contests, etc.).
- Monitor Accounts Receivable(s) and adhere to Old Oak’s rent collection procedures.
- Verify that existing residents have an active resident insurance policy in place and that the resident’s rental account is clear of arrears prior to initiating a key transfer.
- Administration & Old Oak Experience_
- Coordinate the move-in and move-out process, including scheduling required inspections (pre-vacate, vacate and move-in inspections) with the resident and the Building Superintendent, manage elevator bookings, etc.
- Ensure the unit make-ready process is complete and the unit is ready for occupancy.
- Work directly work Old Oak’s Leasing Team to ensure the presentation of units adheres to Old Oak standards.
- Monitor maintenance operations to ensure the timely completion of work orders and maintain the accuracy of the Yardi work order system.
- Ensure parking enforcement is properly maintained.
- Follow all Health & Safety guidelines and report any unsafe incidents as they occur to management and the JHSC.
- Confirm that all urgent repairs or hazards are promptly resolved
- Ensure any incident and accident reports are properly completed and promptly sent to Assistant Property Manager for record keeping.
- Maintain a positive relationship with co-workers and residents.
- Establish, maintain, and promote excellent relations with all internal and external customers (residents and Old Oak employees), contractors, and trades.
- Embody the Old Oak Vision and Values in every action.
- Other duties as required.
**Qualifications**:
- Education_
- Minimum High School Diploma or equivalent required.
- Diploma or Degree in any program within a related field appreciated, but not required.
- Experience_
- One (1) year of experience in Property Management or a directly related field is required.
- Two (2) years of customer service experience, preferably hospitality required.
- Skills and Abilities:_
- Able to actively support Old Oak’s Values and Code of Conduct & Care.
- Motivated to learn and grow within their role, willing to take initiative, and consistently look for improvement in existing processes.
- Strong attention to detail.
- Proficient in the English language, demonstrated in both written and oral communication. _Proficiency in other language(s) is appreciated, but not required for the role._
- Able to work both independently and in a team-based setting.
- Able to plan accordingly, remain organized, and balance shifting goals and deadlines as needed.
- Demonstrate sound judgment and decision-making competencies while in the workplace.
- Special Requirements_
**Standard Hours of Work**:
- 8:00 am to 4:30 pm, Monday - Friday.
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