Resident Services Manager

**Description**

**Responsibilities**:
Reporting to the Portfolio Manager, the Resident Services 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 always maintained.

**Essential Duties and 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 Team 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.

**Administration and Reporting**
- Provide updated and accurate vacancy reports to the Portfolio 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 Portfolio Manager
- Ensure compliance with the Residential Tenancies Act in all procedures.
- Attend Community events to continue to build strong relationships within the community.

**Office Management**
- Complete administrative support as required, including courier and mail handling
- Maintain digital and physical filing systems within office, Yardi, and MS Teams environment
- Maintain all resident information in accordance with privacy regulations and legislation
- Maintain maintenance of office and kitchen supplies
- Create, maintain and manage Resident contacts, work order closeouts and calendar reservations in the community program.

**Team Management**
- Supervise, coach and train site team at property; ensuring quality and efficiency of work
- Develop and motivate site teams by managing performance to expectations and established standards
- Responsible and accountable for actions and supervision of the team
- Share successes with your team, recognize exemplary performance as it occurs

**Maintenance and Building Management**
- Effectively schedule month end turnover and suite renovations within the properties, and within a pre-determined timeframe.
- Enter and receive all purchase orders in Yardi
- Actively monitor conditions in suites and common areas
- Enter Work Orders in Yardi for all tasks to be completed by maintenance team
- Educate residents on availability of resident portal to submit work orders
- Conduct annual, periodic and pre-move inspections and co-ordinate required maintenance work as necessary
- Co-ordinate reservations of elevators for move-ins and move-outs
- Review suites on turnover and determine scope for any work based on established policies and procedures; ensure completed in a timely manner
- Co-ordinate appointments and conduct move-in and move-out inspections
- Ensure preventative maintenance is scheduled with Maintenance Team and external trades
- Assist Maintenance Team with scheduling and supervision of external trades
- Provide access as needed for Maintenance Team and external trades as needed

**Accounts Receivable**
- Complete rent collection for all residential and commercial units, striving for zero arrears each month
- Record all payments received and provide to corporate deposit desk for entry to Yardi
-