Leasing/resident Experience Professional

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

**The Opportunity**

The Leasing/Resident Experience Position is a unique hybrid role, incorporating aspects of Leasing, Customer Service and Resident Experience.

As such this position will appeal to a responsible individual who is high energy, creative, outgoing, and social. This individual will also have proven success in sales, and firsthand experience executing excellent customer service.
- This position is unique as it aims to follow the customer’s journey from their initial booking as a prospective resident, their experiences while they are a current resident, and a seamless experience during their departure from the building. The Professional will ensure all functions performed are done so with a high level of accuracy and efficiency of service.
- The role will seek to secure qualified prospects, convert prospects to residents, execute tenancy, and to offer excellent service to improve resident retention which will support the strategic plans for the property.
- The Professional’s impeccable customer service to the resident will be a major part of resident impression of the building and their long-term residency. Their role will aim to set the standard and execution of exceptional experiences for prospective and current residents.
- They will seek to go above and beyond resident expectations with active engagement in every aspect of services within the building. These crucial opportunities will include monthly events, planning and successful execution of amenity services, resident engagement, and resident communications.
- The Professional will require an understanding of marketing, strategies related to leasing residential units, and general real estate and residential property management industry knowledge.
- Knowledge of financial management is critical to the role, as the Professional will be responsible to adhere to and work within budgeted parameters.

The Leasing/Resident Experience Professional reports to the Property Manager.

**Accountabilities**

**Marketing and Leasing**
- Establish a comprehensive knowledge of the residential community, including availability of suite types and layouts, common areas and amenities of the building and value-added services provided.
- Conduct market surveys on a regular basis as directed by the Property Manager.
- Inspect vacant available suites and amenities daily to ensure market ready condition and show
- ability and contacting the Service team with reference to any deficiencies.
- Ensure Welcome Gift inventory is sufficient, assembles gifts and ensures they are placed in each market ready suite.
- Respond effectively to leasing inquiries coming in online, via phone calls, and walk-ins.
- Schedule viewing appointments and show available suites.
- Maintain the customer database in as much detail as possible and respond to all leads.
- Greet and qualify prospects, overcome objections, and secure the new tenancy.
- Communicate with the Multi-Family Marketing team to maintain digital marketing strategies and programs (social media resident engagement posts, monitor for reputation management) that are aligned with the corporate marketing strategy which may include blogging, creating content and drafting responses to posts from residents or the public.
- Administer the lease renewal process with existing residents, securing renewal, and communicating to the Community Administrator of any who decide not to renew.
- Other duties as required and assigned by the Property 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.
- Forge relationships with community organizations, including local businesses in an effort to create charitable experiences or ‘value add’ services for the residents.
- Schedule, organize and host New Resident Orientation Events providing information and conducting a tour with new residents.
- Create a resident event schedule as appropriate with the property Valugraphics and amenities.
- Arrange for classes, external instructors, or speakers, and host the events.
- 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.
- Follow up with residents at touch points, obtaining feedback.
- Assist with follow up with residents upon completion of maintenance service request