Assistant Manager of Resident Experience
1 month ago
The Assistant Manager of Resident Experience is responsible for assisting in the day to day customer service and administration of the residential property on behalf of York Property Management. The Assistant Manager of Resident Experience reports to the Manager of Resident Experience. This position may shadow different Managers of Resident Experience at various luxury properties for training purposes.
Priorities change regularly in this position and the employee must be flexible and willing to change responsibilities as required.
**Responsibilities**
- Deliver an exceptional customer service experience for all visitors and residents;
- Maintain detailed records of resident interactions / notes in propertyware and upload documents and pictures (where required) in a timely manner
- Complete Inspections of vacant and upcoming suites;
- Answer phone calls, show suites (if required), move new residents in and provide keys,
- Ensure all Leasing Documents are received and uploaded to property management software, including payments
- Collect rent and follow up on defaults and outstanding payments;
- Prepare and deliver bank deposits in a timely manner;
- Respond to emergencies, attend to after-hours complaints such as noise complaints, cleaning duties, maintain building quality standards
- Ensure contractors arrive as per scheduled timelines and complete their work as preconditions of the contract;
- Be hands-on with cleaning and maintenance tasks, such as relieving jams in the garbage chute, picking up garbage, vacuuming carpets, etc;
- Ensure all areas of the property are clean, tidy, and secure by performing frequent building inspections and site walks;
- Ensure the health, comfort, safety, and security of residents
- Complete other tasks as assigned.
**Experience and Educational Requirements**
- 2 years Customer Service Experience required;
- Hospitality Experience preferred;
- Post-Secondary Education in related field;
**Technical Requirements**
- Computer experience is required with web-based programs preferred
- Ability to learn and adapt quickly to changing systems and new technology
- Familiarity with computers and tablets is an asset
- Knowledge of the Residentials Tenancies Act is an asset
**Non-Technical Requirements**
- Strong commitment to providing excellent customer service
- Dedication to building better communities for all our Customers and surrounding communities
- Ability to take responsibility for all actions and decisions and to follow through until a resolution is obtained
- Excellent listening and telephone etiquette skills
- Exceptional problem-solving and decision-making capabilities
- Strong planning and organizational skills coupled with ability to multitask and prioritize
- Excellent time-management skills
- Ability to handle sensitive and confidential matters
- Ability to remain calm and in control of a situation while still maintaining patience, empathy and understanding
- Ability to work independently (self-managed) and with other Associates in a team environment
- Ability to learn quickly, adapt to change and be flexible in nature
- High level of initiative and commitment to success
- A growth mindset, a positive attitude, enthusiasm and assertiveness
- Ability to spend up to eight hours walking, standing, climbing stairs, lifting Ability to maneuver or lift up to 10kg with the proper equipment
York Property Management (YPM) manages 4,000+ residential apartment suites in Southwestern Ontario. YPM offers a variety of different layouts of suites which accommodate a diverse demographic of young couples, families, students and retirees. The company employs over 100 individuals working at head office, on site, or at various properties managed by YPM.
Our Mission at York Property Management is to work together in a safe, respectful, and friendly environment with effective communication to provide our residents quality service and a comfortable and positive living experience while being environmentally conscious.
Our vision is to create and maintain rental properties that all of our residents are proud to call home.
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