Job Description

Resident Services Manager
Residential Real Estate
Full-Time, Permanent
Edmonton, AB
Our client, a leading property management firm, is seeking a Resident Services Manager to oversee operations of a 200+ unit high-rise in the Edmonton core. This role will supervise a team of 2 staff and have a passion for the multifamily real estate industry and a well-rounded skillset across leasing, property management, marketing, tenant relations, maintenance and financial reporting. The successful candidate will have strong communication skills, both oral and written, a positive attitude and superior customer service skills.
Key Duties & Responsibilities:

• Responsible for ensuring all property management policies, procedures, and operations are executed to the companies operational 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
• 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.
• Ensure rental applications are complete and information is accurately entered into Yardi for final approval from Portfolio Manager within 12 hours of receipt of application
• Conduct income verification and reference verification on applications
• Conduct credit checks using RentCheck
• Advise applicants within a timely manner of status of application
• Facilitate the signing of all leases, schedules, assignments and addendums
• Manage the renewal and retention program
• 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.
• 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.
• 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.
• 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
• Answer all incoming phone calls and emails, including resident maintenance requests
• Create, maintain and manage Resident contacts, work order closeouts and calendar reservations in the community program.
• 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
• 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
• Monitor and ensure proper and full use of Yardi Mobile Maintenance application by Maintenance Technicians
• 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
• 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
• Deposit all payments to bank using cheque scanners where possible
• Educate and encourage residents to use ClickPay payment platform
• Monitor aged receivables report weekly for delinquency and collect delinquent rents
• Serve all legal documentation pertaining to non-payment of rent, including any Residential Tenancies Act specific documents as per legislative guidelines
• Assist in filing any legal actions for non payment of rent through the Residential Tenancies Dispute Resolution Service or other prescribed means
• Ensure any and all outstanding debts are sent to collections
• 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.
• Ensure compliance with all legislation (Municipal, Provincial and Federal), including but not limited to: Residential Tenancies Act of Alberta, Alberta Labour Relations Code, Alberta Occupational Health and Safety Act, Alberta Minimum Housing and Health Standards, Alberta Fire Code
• Comply with all requirements when a Public State of Emergency is issued by municipal, provincial or federal authorities.
• Comply with regular fire and life safety standards including monthly testing and annual drills
• Ensure all trades comply with the health and safety policy.
• Immediately report any infractions, damaged equipment and hazardous conditions or equipment.

Qualifications:

• 1-3 years experience in multifamily property management or relative department, preferable with exposure to high-rise or large mid-rise properties
• RECA License an asset but not required. Willingness to obtain in the future would be strongly preferred
• 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 personal liable vehicle required.
• Experience with people management/supervising on-site staff
• Willingness to work evenings and weekends as needed
• Strong computer literacy and strong customer service skills
• Proficiency with Yardi is strongly preferred

Compensation:
The successful candidate will receive an annual base salary between $60,000-$70,000 dependent on experience and a comprehensive benefits package. This company also offers potential future growth opportunities!
Similar Job Titles:
Property Manager
Assistant Property Manager
Leasing Coordinator
Senior Property Administrator
Only applicants with legal authority to work in Canada will be considered. Due to the high volume of applicants, only those shortlisted will be contacted.

Skills Required