Resident Experience Coordinator

ONE Properties (ONE) is seeking a** Resident Experience Coordinator **to join the vibrant, fast-paced team at one of our high-rise purpose-built rental properties in Calgary, Alberta.

**The Opportunity**

The Resident Experience Coordinator is responsible for creating an exceptional experience for residents living at both Versus and BLVD, in Calgary. This position will appeal to a responsible individual who is creative, high energy, outgoing and enjoys people and creating an exciting environment for them to call home. They are responsible for exceeding resident expectations, providing excellent resident experiences during the tenure of tenancy as it relates to events, services and communications. Responsibilities include posting direct communications to residents, assisting with the lease renewal process, identifying, coordinating and hosting resident social events, and works closely with the Resident Experience Managers in Calgary to post and monitor social media communications.

The Resident Experience Coordinator reports to the Resident Experience Manager at BLVD and indirectly to the Resident Experience Manager at Versus.

**Accountabilities**

**Operations**
- Assist with the resident touchpoints during the lease renewal and assignment process, where additional coverage is required.
- Assists with resident move in and move out inspections, where additional coverage is required.
- Other duties as required and assigned by the Resident Experience Manager.

**Customer Service**
- Practice excellent resident relations through working collaboratively with other team members to ensure resident requests and concerns are dealt with in a timely and professional manner.
- Manage a high level of resident relations, address concerns and complaints promptly and professionally, implementing service-recovery action if warranted.
- Employ excellent conflict resolution strategies as necessary when communicating with residents.
- Maintain digital marketing strategies and programs (social media resident engagement posts, monitor for reputation management) aligned with the corporate marketing strategy which may include blogging, creating content and drafting responses to posts from residents or the public.
- Forge relationships with community organizations, including local businesses in an effort to create
- charitable experiences or ‘value add’ services for the residents
- Responsible for executing community professional resident communications, ensuring consistency in (anything not related to events, can be assigned to community admin)
- Schedule, organize and host New Resident Orientation Events
- Create a resident event schedule as appropriate with the property Valugraphics and amenities
- Arrange for classes, external instructors or speakers, and host the events
- Oversee organization of and participate in community events, including the New Resident Orientation Event.
- Promotion of external community events and hosting property events.
- Coordinate additional services to residents
- Identify additional services desired by residents, source external service providers and coordinate with the residents (i.e. dog walker).
- Follow up with residents at touch points, obtaining feedback.
- Assist with follow up with residents upon completion of maintenance service requests, ensure that a high level of communication occurs in the event of a delay of a delay completion
- Work closely with Concierge in relation to communication and resident services.
- Assist in Concierge coverage.
- Conduct resident move-out consultations with residents to assist them with coordination of their move, where additional coverage is required.
- Ensure the Welcome Home Information Guide is kept current.

**Qualifications**
- **Education **-High school diploma supplemented with marketing, social media communications and customer service training.
- **Experience **- Minimum of 2 years experience in a service industry highly focused on providing a high level of customer experience and service. Experience in the hospitality industry is an asset.
- **Relationship/Leadership Skills** - Able to communicate effectively and professionally, both oral and written; able to develop and sustain cooperative working relationships with team members, residents and the public; self-motivated, professional and flexible; able to motivate, empower and coach/counsel staff in the achievement of performance goals; professional phone manner; mature and self-motivated team player with excellent conflict
- resolution skills; committed to personal growth and integrity aligned with company objectives; ability to exercise confidentiality.
- **Organizational/Multi-Task Skills **- Ability to allocate one’s time effectively and manage tight deadlines; ability to work under pressure and achieve quality results; ability to handle multiple demands and competing priorities and adapt to new ideas and constant changes; results-oriented, detail-oriented and accurate.
- **Decision