Leasing Agent / Assistant Resident Services Manager

Description

Job Responsibilities

Reporting to the Portfolio Manager, the Leasing Agent / Assistant Resident Manager carries out the administration and execution of day-to-day leasing, resident relations, and on-site property operations.

This is a highly responsible and dynamic individual who enjoys a variety of tasks while ensuring a high level of customer service is maintained at all times.

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

• Ensure all property management policies, procedures, and operations are executed to FirstService Residential standards
• Participate in the full leasing process
• Maintain comprehensive and up-to-date knowledge of the property and portfolio, 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 receipt with the objective of converting to “personal tours”
• Follow up on all leads within 24 hours of last interaction
• Conduct “personal tours” with prospective residents, outlining the features and benefits of the area, property, and the value of living at the property
• Ensure rental applications are complete, accurately entered into Yardi, and reviewed against guidelines provided by the Property Manager for final approval within 12 hours of receipt
• Conduct income verification and reference verification on applications
• Conduct credit checks using Yardi Screening or RentCheck
• Advise applicants in a timely manner of the status of their application
• Assist in securing security deposit payments on approved applications within 48 hours of approval
• Generate and review leases with approved applicants, and facilitate the signing of all leases, schedules, assignments and addendums within 48 hours of deposits being secured
• Manage the renewal and retention program, including providing recommended pricing to the Property Manager / Director, Investment Properties

Marketing

• Assist the Marketing Manager with execution of the property marketing and leasing plan
• Conduct regular market research surveys and provide input on pricing and strategy with the 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
• Plan, co-ordinate, host and attend community events to build strong relationships within the community

Customer Service & Resident Relations

• Handle prospect and resident inquiries and concerns with a goal of 100% satisfaction
• Respond to all prospect inquiries within 24 hours and to all resident inquiries and concerns within 48 hours
• Practice excellent resident relations through regular resident visits, ensuring concerns and complaints are dealt with in a timely, professional manner to support long-term tenancies
• Foster a strong customer service culture amongst all team members
• Ensure resident move-ins and move-outs are efficient and timely, with diligence on recoveries

Administration and Reporting

• Provide updated and accurate vacancy reports to the Portfolio Manager upon request
• Review weekly availability reports and monthly reports as provided by the Portfolio Manager
• Issue and deliver notices, such as violation notices, notices to enter and termination notices, by approved method
• Ensure compliance with the Residential Tenancies Act in all procedures

Office Management

• Complete administrative support as required, including courier and mail handling
• Answer all incoming phone calls and emails, including resident maintenance requests
• Create, maintain and manage resident contacts, work order close-outs and calendar reservations in the community program
• Maintain digital and physical filing systems within the office, Yardi, and MS Teams environment
• Maintain all resident information in accordance with privacy regulations and legislation

Maintenance and Building Management

• Assist the RSM with scheduling month-end turnovers and suite renovations within a pre-determined timeframe
• Actively monitor conditions in suites and common areas
• Enter work orders in Yardi for all tasks to be completed by the maintenance team, and enter purchase orders in Yardi as requested
• Educate residents on the availability of the resident portal to submit work orders
• Assist the RSM with conducting annual, periodic and pre-move inspections, and co-ordinate required maintenance work as necessary
• Co-ordinate appointments and conduct move-in and move-out inspections
• Co-ordinate elevator reservations for move-ins and move-outs
• Assist the maintenance team with scheduling and supervision of external trades, and provide access to the maintenance team and external trades as needed

Accounts Receivable

• Assist with rent collection for all residential and commercial units, striving for zero arrears each month
• Deposit all payments to the bank using cheque scanners where possible
• Educate and encourage residents to use the ClickPay payment platform
• Assist the RSM in serving all legal documentation pertaining to non-payment of rent, including Residential Tenancies Act-specific documents as per legislative guidelines
• Assist in filing legal actions for non-payment of rent through the Residential Tenancies Dispute Resolution Service or other prescribed means
• Ensure all outstanding debts are sent to collections

Health and Safety

• 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

Education and Experience

• RECA License in Property Management required
• Applicants who do not possess a RECA license in Property Management may be considered, but will be required to complete their licensing requirements and be licensed within 120 days of starting
• High School graduate; post-secondary education or industry experience required
• Residential Tenancies Act knowledge required
• Excellent customer service skills with at least five years of customer service work
• Minimum three years’ experience in a fast-paced environment
• Intermediate knowledge of MS Office and aptitude to learn new software programs
• Experience in retail leasing an asset
• Experience using Yardi an asset
• ARM designation an asset but not required
• CPM designation an asset but not required

Knowledge, Skills and 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.

• Must be able to work evenings and weekends
• 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 resident 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 and personal reliable vehicle required

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.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.