Assistant 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.   Job Responsibilities Reporting to the Resident Manager, the Assistant Resident Manager carries out the administration and execution of the day-to-day services and strategies in all assigned residential property enterprises.  The Assistant Resident Manager ensures excellent and responsive service to resident requests, and provides a clean, well maintained and secure building.   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.

• 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.
• Ensure resident move-ins and move-outs are efficient, timely and ensuring diligence on recoveries.
• Provide updated and accurate vacancy reports to the Resident Manager upon request.
• Show suites and provides prospective Residents with an application if they are deemed a good fit for the building.
• Contact current residents up for lease renewal and set up an appointment to review the renewal documentation and process; for resident’s that do not renew leases document reasons to better understand trends and/or systemic issues in the Community.
• Ensure compliance with the Residential Tenancies Act in all procedures.
• Answers telephone inquiries regarding suites.  Must become familiar with all physical aspects of an available suite, all aspects of the suite rental process, and the building amenities available.
• Develop all leads including telephone and email inquiries within three hours of being received with an objective to converting to “personal tours”; conduct “personal tours” with the prospective resident outlining the features and benefits of the area, property, and the value of living at the property.
• Submit lease application together with security deposit within 12 hours of receiving both.
• Effectively schedule month end turnover and suite renovations within the properties, and within a pre-determined timeframe.
• Ensure all signage at the property is visible and in good condition.
• Attend Community events to continue to build strong relationships within the community.
• Create, maintain and manage Resident contacts, work order closeouts and calendar reservations in the community program.

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

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
• 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.

Tools & Equipment Used

• Computer
• General Office Equipment

Physical Requirements / Working Environment The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Use of a keyboard
• Phone and face-to-face communication
• Sitting for extended periods of time
• Use of a computer
• General office equipment

Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.   Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.