Resident Services Coordinator

**Resident Services Coordinator**

**Why Horizon exists**

We’re all about housing affordability and a sense of belonging. Creating affordable homes and inspiring people to thrive. Constructing new buildings, renovating older ones, and operating all of them expertly for residents - most of whom our social-service partners introduce to us and support.

Horizon is a leading affordable-housing not-for-profit in Calgary - one of the largest and fastest growing in the city - with a five-decade history of property development and management, and active collaboration with over 50 referring social-service agencies.

More than 2,000 people, mainly with low incomes, live in Horizon’s 34 buildings, which are located throughout the city. We welcome individuals, families, seniors, Indigenous persons, newcomers to Canada, and others, many of whom receive individualized support from agencies for needs, such as for mental health, addictions and mobility challenges.

To do this well in Calgary today takes an exceptional team of employees who value positive results, show leadership and believe in the non-judgemental inclusion of others. These are employees who bring daily commitment, value collaboration, and are bold in the moments when boldness can help.

If this sounds like you, **we invite you to consider joining us.**

**What we need from this role**

Resident Services Coordinator is responsible for maintaining positive resident relations by providing exceptional customer service, resolving resident concerns, and maintaining positive relationships with support agencies. This position minimizes vacancies by ensuring the timely leasing of vacant units and works with the Manager, of Resident Services to create and execute lease-up strategies for new properties.

Some of the **key responsibilities** for this role include:
Customer Service / Resident and Partner Liaison
- Provide positive and effective communication with residents, partner agencies, staff and external stakeholders.
- Be the first point of contact for residents and partner agencies for a wide range of tenancy matters and encourage resolutions before these are escalated.

Resident Activities
- Prepare and process move-in and move-out packages including all required paperwork.
- Conduct showings, and move-in and move-out inspections.
- Maintain a rent collection rate that meets or exceeds performance targets.

Administrative
- Create, update and maintain various reports relating to residents, agencies, arrears, vacancies and other relevant information.

**What you bring**

To be successful in this role, you will **need to have **the following:

- A clear criminal background check/vulnerable sector check
- A valid driver’s license and a reliable vehicle
- A high school diploma or the equivalent
- Solid MS Office suite skills
- Strong communication and teamwork skills, as well as great attention to detail
- Minimum 2 years experience in a progressively responsible customer service / administrative role with an emphasis on front-line customer service.
- Display respect for diverse cultures.
- Possess skills required to handle difficult situations effectively in response to a variety of concerns and requests for customer service.
- Must be organized and have a high level of accuracy.
- Must be able to work independently with mínimal supervision.
- Sound knowledge of the Residential Tenancies Act.
- Direct experience working with vulnerable populations.
- Experience working with a not-for-profit (bonus points if it was a housing organization)
- Yardi software skills

**Working environment, conditions and physical demands**

Physical Demands
- There is some physical activity involved in daily activities (property visits). Computer and desk work is also required for periods.

Work Environment
- The duties of the position may be stressful at times, as this position may need to deal with sensitive situations, competing priorities and tight timelines.
- Hours of work are 37.5 hours per week but may vary based on circumstances on an as-needed basis.
- Some after regular business hours and weekend work are required.

**What we offer you**

We know highly capable and inspired people are the driving force behind our success for residents, which is why we provide the following:

- A dynamic, collaborative work environment with ongoing opportunities to make positive differences in the lives of others
- A salary in the range of $50,000 to $58,000 per year
- Competitive benefits
- Three weeks of vacation per year to start
- An RRSP with a 5% Horizon contribution rate and an additional 2% employee contribution
- Five wellness days per year

**Our commitment**

We are committed to diversity, equity and inclusion across all aspects of our organization, including when attracting, considering and hiring new talent. We ensure equal opportunity for all applicants no matter their religion, age, sexual orientation, or gender identity or expression. We encourage people of all visibl