Description

The Company

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America's leading property management firm. We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Job Responsibilities

Reporting to the Regional Director, the Property Administrator carries out the administration in all assigned residential property enterprises. The Resident Services Administrator 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 maintained at all times.

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.

Customer Service

• Handle resident concerns and inquiries with a goal of 100% satisfaction.
• Respond to all resident inquiries concerns within a 24-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.

General Administration and Reporting

• Generate weekly, biweekly, monthly and quarterly and adhoc reporting documentation
• Assist with preparation of budgets
• Scheduling of meetings as needed
• Take accurate and clear minutes for meetings
• Generate and send Mass Communications to residents as necessary
• Generate and send team memos as necessary
• Conduct semi-annual audit of all resident files
• Assist with set up and transition of new properties

• Assist with training new team members
• Continuously evaluate residential processes and recommend updates, streamlining, or changes as necessary.
• Assist with creation of training materials
• Assist with creation and maintenance of Standard Operating Procedures
• Complete administrative support as required, including courier and mail handling
• Maintain digital and physical filing systems within office, Yardi, and SharePoint
• Maintain all resident information in accordance with privacy regulations and legislation
• Answer all incoming phone calls and emails
• Special Projects as assigned

Leasing and Marketing Administration

• Update residential and retail leases in Yardi in a timely manner
• Ensure accuracy of all lease documentation within 24 hours of receipt
• 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
• Update Market Rents in Yardi upon approval from Regional Director
• Generate and distribute monthly renewal offers and non-renewal letters as needed
• Generation of leases as required
• Processing of applications as required
• Maintaining Secret Shop Program
• Update renewal batches in Yardi upon approval from Regional Director

Maintenance and Building Management

• Monitor and ensure full use of Yardi Mobile Maintenance application by site teams
• Enter Work Orders in Yardi for all tasks to be completed by maintenance team
• Monitor site teams to ensure effective scheduling of month end turnover and suite renovations
• Educate residents on availability of resident portal to submit work orders
• Monitor and ensure compliance with resident insurance policies and program

Accounts Receivable

• Monitor aged residential receivables report weekly for delinquency and follow up with sites
• Monitor aged commercial receivables weekly, communicate directly with tenants on any arrears, including providing notices
• Assist in filing any legal actions for non-payment of rent and other substantial breaches of the lease through the Residential Tenancies Dispute Resolution Service or other prescribed means
• Prepare and send files to collection agency at the end of each month for vacated tenants

Accounts Payable

• Enter and maintain all recurring purchase orders in Yardi
• Review and code invoices in Avid for Regional Director review and approval
• Review Open PO's at all sites bi-weekly and send to sites
• Assist with vendor communications as necessary
• Notify Resident Services Administrator and site teams of any chargebacks to residents needed

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
• Ensure compliance with the Residential Tenancies Act in all procedures.
• 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.
• Additional duties as assigned

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.

Supervisory Responsibility

• None

Education & Experience

• High School Graduate: Post-Secondary Education or industry experience required
• Resident Tenancies Act knowledge required
• Yardi Experience Required
• Minimum three years' experience in a fast-paced property management office environment.
• RECA License in Property Management an asset but not required
• Excellent customer service skills with at least five years of customer service work.
• Intermediate knowledge of MS Office and aptitude to learn new software programs.

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

Tools & Equipment Used

• Computer
• General Office Equipment
• Cell Phone
• Tablet

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.