Resident Services Manager

**Description**

**The Company**

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical and dental coverage, career training, and support for continued professional development.

Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.

Reporting to the Property Manager, the Residential Manager carries out the administration and execution of the day-to-day services and strategies in all assigned residential property enterprises. The Residential Manager is a highly responsible individual who enjoys a variety of operations and project management tasks all while ensuring a high level of customer service is maintained at all times

**Essential Duties & Responsibilities**

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

**Leasing**
- Responsible for ensuring all property management policies, procedures, and operations are executed to FirstService Residential Standards
- Oversee and participate in the full leasing process; providing training to supports and teams as needed
- Maintain a comprehensive and up to date knowledge of the property, including availability, vacancy, suite layouts, common areas, amenities, parking, etc
- Inspect all vacant suites weekly to ensure they are in Rent Ready condition
- Conduct credit checks using RentCheck
- Facilitate the signing of all leases, schedules, assignments and addendums
- Manage the renewal and retention program

**Marketing**
- Assist Marketing Manager with execution of property marketing and leasing plan
- Conduct regular market research surveys and provide input on pricing and strategy with a goal of maximizing revenue and minimizing vacancy loss
- Provide key input into the marketing program and maintain all marketing material to ensure it is up to date and current; be available to attend marketing campaigns such as open houses.
- Attend Community events to continue to build strong relationships within the community.

**Customer Service**
- Practice excellent resident relations through regular resident visits to ensure concerns and complaints are dealt with in a timely, professional manner to ensure long-term tenancies.
- Handle resident concerns an inquiries with a goal of 100% satisfaction.
- Respond to all resident inquiries concerns within a 48 hour window
- Foster a strong customer service culture amongst all team members
- Ensure resident move-ins and move-outs are efficient, timely and ensuring diligence on recoveries.

**Supervisory Responsibility**
- Up to 5 Team Members

**Education & Experience**
- High School Graduate; Post-Secondary Education or industry experience required
- Resident Tenancies Act knowledge required
- ARM designation an asset but not required
- CPM designation an asset but not required
- RECA License in Property Management an asset but not required
- Excellent customer service skills with at least five years of customer service work.
- Minimum three years’ experience in a fast paced office environment.
- Intermediate knowledge of MS Office and aptitude to learn new software programs.
- Experience using Yardi is an asset

**Knowledge, Skills & Proficiencies**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
- Work effectively in a team environment, with the ability to work independently
- Positive and energetic outlook, with the ability to work effectively under pressure
- Strong interpersonal skills
- Proven organizational skills; able to cope with changing tenant needs and deliver successful results within agreed upon time frames
- Excellent verbal and written communication skills
- Detail oriented; able to resolve problems using facts and sound reasoning
- 5th Class Operator’s License Required and person liable vehicle required.

**Administration and Reporting**
- Provide updated and accurate vacancy reports to the Property Manager upon request.
- Issue and deliver notices such as violation notice, notice to enter, termination notices by approved method.
- Review weekly availability reports
- Review monthly reports as provided by Property Manager
- Ensure compliance with the Residential Tenancies Act in all procedures.
- Attend Community events to continue to build strong relationships within the community.

**Office Ma