Resident Services Specialist

GENERAL DESCRIPTION:

Ferguslea Properties is searching for an enthusiastic and customer-service oriented individual to join us as a Resident Services Specialist. You will be joining a collaborative and dynamic team to be the first point of contact for our current residents. Working as part of a team is a key element of this role, with the goal of creating the best possible customer experience. The main responsibility of the Resident Services Specialist is to ensure that our customers benefit from a best-in-class experience and their issues and questions are resolved in accordance with our customer service promise.

This is a Maternity Contract Role until March 2027. Day, evening, and weekend scheduling will be required in this role.

RESPONSIBILITIES:

The Resident Services Specialist will play an integral role in supporting our residents and team by:

• Answering calls and emails in a timely manner
• Receiving and processing requests from residents and all departments
• Maintain accuracy of customer data and ensure accurate information is entered into Yardi
• Investigating issues as requested, maintaining, and administering parking spaces, storage lockers, and other resident - related information
• Ensuring work is completed and scheduling follow-up as needed
• Advising and notifying residents of entry, service shutdowns, parking relocations etc. as needed.
• Coordinating elevator, workspace, and guest suite reservations
• Informing management of any situations or concerns where intervention or legal action may be required
• Creating charges as required and coordinating with the Finance Department as required
• Working collaboratively with all departments to foster an environment of open communication, cooperation, and collaboration
• Perform such other duties from time to time as assigned by the Resident Services Manager

SKILLS AND KNOWLEDGE:

• College diploma in administration, business administration with experience in any of business operations, property management, or customer service would be considered an asset
• A minimum of 3 years history of customer service or property management experience
• Exemplary communications both written and verbal.
• Excellent interpersonal and communication skills
• Good analytical and problem-solving skills
• Organized and detail oriented
• Ability to work day and weekend scheduling is a requirement
• Proficiency in MS Office (Excel, Word, Outlook) would be considered an asset
• While not mandatory, written & verbal communication in various languages would be considered a strong asset.
• Understanding of Ontario property management legal and regulatory practices would be considered an asset
• Yardi experience would be considered an asset
• Unless an accommodation under Ontario's Humans Rights Code is applicable, it is a requirement of the company that all eligible employees are and will remain fully vaccinated under any in force vaccination mandates in effect.
• As a condition of employment, must be able to provide a valid criminal background check

WORKING CONDITIONS

• Physical effort is minimal.
• Extended periods at a computer is required.
• Competing demands may create stress at times
• Evening and weekend scheduling may be required as per operational demands
• The job description implies the performance of repetitive tasks
• Risk is low

We've got great perks

When you join Ferguslea Properties in this role, you gain access to:

• Health/ Wellness initiatives
• Employee Assistance Program
• Use of our recreation centre, fitness amenities, and related programming
• Community Involvement & philanthropy opportunities
• Regular Employee engagement opportunities
• 3 weeks' paid vacation
• Educational Support programs
• Free parking
• Opportunities to attend Hockey, football, soccer games & concerts
• Rent discounts for full-time permanent employees living on site
• Room for advancement & internal promotions
• Paid training & development opportunities