Resident Experience Representative

Ferguslea Properties is the proud owner and operator of Accora Village, Canada’s largest privately owned rental community. Accora Village is comprised of over 2,400 homes and over 9,000 residents in the west-end of Ottawa. The community is 150 acres of tree lined streets, ideal for people interested in an active and healthy lifestyle.Ferguslea Properties is committed to providing our residents and community with a best-in-class experience.

Ferguslea Properties is searching for an enthusiastic and customer-service oriented individual to join us as a Resident Experience Representative (RER). You will be joining a collaborative and dynamic team to be the first point of contact for current residents. Working as part of a team is a key element of this role, with the goal of creating the best possible customer experience. The main responsibility of the RER is to ensure that all customer issues and questions are resolved in accordance with the Accora Village customer service promise. The RER will work cross-functionally with other departments, schedule and manage annual suite inspections and maintenance work with the Resident Experience Managers.

This is a full-time, permanent position.

**RESPONSIBILITIES**:
1. Customer Support
- Answering calls, resolve resident issues, produce outbound mailings, and ensure accurate data is reported and entered in the system.
- Preparing notices of entry and distribute in advance of entering occupied suites and ensure staff have authorized entry.
- Working collaboratively with the maintenance team to foster an environment of open communication, cooperation, and collaboration.
- Responding to resident concerns and ensure all relevant data has been captured and entered into Yardi.
- Informing management of any potential issues or concerns relating to any safety or legal concerns for staff and/or residents.
- Coordinating simple accessibility accommodations for residents where possible

2. Administrative duties
- The RER assists the REM and team in a variety of administrative duties, including but not limited to:

- Investigating issues as requested, maintaining and administering parking spaces, storage lockers, and other resident - related information.
- At the discretion of the REM, the RER will prepare eviction notices following the rules and legislations of the LTB.
- Ensuring customer data is updated and coordinates office filing, record keeping and correspondence from residents.
- Monitoring office inventory and coordinating office supply orders via the HR Office Assistant.
- Updating calendars, booking customer appointments and move-in orientations
- Maintaining service elevator reservations and advising staff of any scheduling requirements.
- Preparing chargebacks to tenants as required and coordinating with the Finance Department to follow through on any questions or concerns.
- They will perform such other duties from time to time as assigned by the REM.

**SKILLS AND KNOWLEDGE**:

- College diploma in administration, business administration with experience in any of business operations, property management, or customer service.
- A minimum of 2 years history of Customer Service, or property management experience.
- Understanding of current property management legal and regulatory practices.
- Exemplary communications both written and verbal.
- The ability to work evening and weekend scheduling at times is required.
- While not mandatory, written & verbal communication in various languages would be considered a strong asset.
- Proficiency in MS Office (Excel, Word, Outlook)
- Unless an accommodation under Ontario’s Humans Rights Code is applicable, it is a requirement of the company that all eligible employees are and will remain fully vaccinated against COVID-19
- As a condition of employment, must be able to provide a valid criminal background check
- Yardi experience would be considered an asset
- Good analytical and problem-solving skills

WORKING CONDITIONS
- Physical effort is mínimal.
- Extended periods at a computer is required.
- Competing demands may create stress at times
- Evening and weekend scheduling may be required as per operational demands
- The job description implies the performance of repetitive tasks
- Risk is low
- Travel is mínimal

We've got great perks

When you join Ferguslea Properties in this role, you gain access to:

- Health/ Wellness initiatives
- 10 Paid Sick Days
- Employee Assistance Program
- Use of our recreation centre, fitness amenities, and related programming
- Community Involvement & philanthropy opportunities
- Regular Employee engagement opportunities
- Free parking
- Opportunities to attend Hockey, football, soccer games & concerts
- Rent discounts for full-time permanent employees living on site
- Room for advancement & internal promotions
- Paid training & development opportunities

At Ferguslea, we are committed to taking every reasonable precaution in the circumstances to protect the health and safety of our emplo