Resident Support Specialist

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.

Reporting to the Maintenance Manager, the Resident Support Specialist is responsible for ensuring excellent resident satisfaction through increased engagement with our residents. They will serve as a liaison between our residents and the Maintenance department, resolve issues via a variety of channels, and obtain resident feedback.

**RESPONSIBILITIES**:

- The Resident Support Specialist ensures a high level of resident satisfaction through constant and consistent attention to customer service, that resident concerns are addressed, work is completed on time, and service quality is achieved by:

- Liaising with Maintenance Experience Representatives, Maintenance Technicians, Maintenance Supervisors, Resident Experience Managers and external contractors to find the best solution to residents’ concerns
- Identifying common resident issues and escalating them, along with possible suggestions for improvement, wherever possible
- Maintaining a polite, helpful and professional manner at all times
- Obtaining and sharing resident feedback with colleagues and other departments so that resident satisfaction and engagement can be improved
- Immediately escalating serious resident concerns to a supervisor or manager where needed
- Attending training, workshops and meetings as required
- Respecting resident confidentiality at all times.
- Contributing to a culture of accountability and drives resident satisfaction through their staff engagement and effective communication.

**SKILLS AND KNOWLEDGE**:

- Post-secondary degree in Business Administration, Customer Service or related field would be considered an asset
- A minimum of 2 year’s previous experience in a customer service role is preferred
- Exemplary verbal and written communications skills
- Ability to multi-task, prioritize, and manage time effectively
- Superior customer service and negotiation skills
- The ability to respond appropriately under pressure
- Sound judgement and excellent problem-solving skills
- 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
- While not required, a working knowledge of Yardi software would be considered a strong asset
- The ability to speak a second language may be advantageous, but is not required
- A positive attitude and the ability to build relationships with residents
- The flexibility to work irregular hours, when required
- As a condition of employment, must have a valid Criminal Background Check.

**WORKING CONDITIONS**:

- Extended periods at a computer may be required at times
- Working in a busy office environment with frequent interruptions
- Occasional overtime may be required to meet deadlines
- Competing demands may create stress
- Physical effort is mínimal

We've got great perks

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

- Health/ Wellness initiatives
- Maternity/Paternity leave top-up program
- 10 Paid Sick Days
- Employee Assistance Program
- 3 weeks' paid vacation
- Use of our recreation centre, fitness amenities, and related programming
- Community Involvement & philanthropy opportunities
- Comprehensive medical & dental benefits
- Corporate RRSP Program
- Educational Support programs
- 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 employees and residents from the hazard of COVID-19, as required by the Occupational Health and Safety Act. Unless an accommodation under Ontario’s Humans Rights Code is applicable, it is the expectation of the company that all eligible employees are and will remain fully vaccinated against COVID-19. We will provide accommodations as required by law.