Purpose:

To provide customer service to residents/clients; organize and maintain up to date and precise property administration; work as part of a team, assist manager with any required tasks.

Main Responsibilities and Activities

Customer Service Relations:

• Maintain the highest level of customer service.
• Communicate effectively with residents and relevant others.
• Actively listen and act upon resident inquiries, concerns and complaints. Escalate complaints to the Property Manager as required.

General Administration:

• Assist the Property Manager in preparation of all necessary paperwork surrounding leasing, lease addendums, parking, maintenance requests etc.
• Ensure effective and precise electronic filing of all relevant documents.
• Assist in collection and submission of notices, including N9’s
• Assist tenants with using the Resident Portal
• Program fobs, transponders and intercoms

Leasing Administration:

• Respond to rental inquiries in person, by phone and e-mail in a timely, pleasant and informative way.
• Provide detailed information about vacant suites to prospective residents via various channels.
• Schedule appointments with prospective residents, build a relationship and show vacant suites.
• Complete guest cards and daily traffic report. Provide a weekly summary to leasing and marketing departments.
• Maintain a working knowledge of competitive buildings and conduct regular market surveys of these properties.
• Encourage and promote online leasing process for applications including deposits, pre-authorized payment and resident portal registrations
• Maintain the customer database and ensure that all leads are responded to, and all traffic documented appropriately
• Schedule Tenancy Agreement signing appointment with resident(s) and have Tenancy Agreement signed by all relevant parties.
• Notify applicants of the status of their application within two business days of completion.
• Return all monies to ‘declined’ applicants as per company policy.
• Manage initial tenant insurance administration to obtain target registrations on move-in
• Inspect all vacant units on a weekly basis.
• Communicate and work with Property Manager to ensure suites are delivered on time and as promised
• Provide feedback and recommendations on rental rates, promotions and overall market conditions with a view to maximizing revenue at the property
• Work closely with Marketing Team to update advertising and media channels, promotional programs and signage for the property

Resident Payment Administration:

• Collect, sort and process rental payments
• Prepare bank deposits and ensure proper filing of receipts.
• Track and collect rent cheques
• Deliver/send out weekly collection letters.
• Audit AR (investigate large credits, top up LMR etc.)
• Track additional charges to tenants as required (parking, lockers etc..) and advise head office as needed

Resident portal:

• Assist tenants in setting up PAPs, updating insurance, making maintenance requests, etc.
• Input tenant insurance
• Provide tenants with their security code for login
• Respond to maintenance/communication tickets where applicable
• Provide technical support for tenants

Maintenance & Repair Administration:

• Generate and process Work Orders and Purchase Orders based on information from residents, maintenance staff and/or Property/Site Manager, as required.
• Prepare all relevant documentation related to maintenance and repair.

Administrative and Office Support:

Be a supportive team member of the Property Management Team. Take initiative to propose improvements of property administration processes or procedures.