Manager Of Resident Experience

The Manager of Resident Experience is responsible for day to day customer service and administration of the luxury residential property on behalf of York Property Management. Priorities change regularly in this position and the employee must be flexible and willing to change responsibilities as required. Applicants must love people, be versatile and dynamic, and have strong interpersonal and social skills. The focus of this position is to provide an exemplary customer service experience for our residents.

Responsibilities

• Complete all required administration for the property
• Lease and show suites (if required)
• Ensure proper and accurate inventory management
• Be hands-on with cleaning and maintenance tasks, such as relieving jams in the garbage chute, picking up garbage, vacuuming carpets, etc.
• Ensure vacancy is minimized and budget meets or exceeds net operating income and are all realized for each site by effective resident service to potential and existing residents
• Duties include holding scheduled office hours of Monday to Friday, 8:30am - 5:00pm
• Deliver an exceptional customer service experience for all visitors and residents
• Successful applicants must also have a flexible schedule and be available to respond to all on-call needs outside of regular business hours including weekends when needed (excluding scheduled days off)
• Complete other tasks as assigned.
• Inspections of vacant and upcoming suites
• Collect rent and follow up on defaults and outstanding payments
• Ensure all areas of the property are clean, tidy, and secure by performing frequent building inspections and site walks
• Ensure the health, comfort, safety, and security of residents and take ownership of the site
• Ensure all amenities and building features are clean and operational
• Ensure contractors arrive as per scheduled timelines and complete their work as preconditions of the contract
• On-call requirements include but are not limited to: answering calls, showing suites (if required), performing inspections, moving new residents in and providing keys, responding to emergencies, attending to after-hours complaints such as noise complaints, cleaning duties, maintaining building quality standards, etc.
• Prepare and deliver bank deposits in a timely manner
• Have an active presence on site and be available for residents
• Respond to resident inquiries, emails, and concerns in a timely manner

Experience and Educational Requirements

• Post-Secondary Education in related field
• 2 years Customer Service Experience preferred

Technical Requirements

• Familiarity with computers and tablets is an asset
• Ability to learn and adapt quickly to changing systems and new technology
• Computer experience is required with web-based programs preferred

Non-Technical Requirements

• Strong planning and organizational skills coupled with ability to multitask and prioritize
• Ability to spend up to eight hours walking, standing, climbing stairs, lifting, ability to maneuver or lift up to 10kg with the proper equipment
• Excellent listening and telephone etiquette skills
• Ability to handle sensitive and confidential matters
• Ability to take responsibility for all actions and decisions and to follow through until a resolution is obtained
• Dedication to building better communities for all of our Customers and surrounding communities
• High level of initiative and commitment to success
• A growth mindset, a positive attitude, enthusiasm and assertiveness
• Exceptional problem-solving and decision-making capabilities
• Excellent time-management skills
• Ability to work independently (self-managed) and with other Associates in a team environment
• Strong commitment to providing excellent customer service
• Ability to learn quickly, adapt to change and be flexible in nature
• Ability to remain calm and in control of a situation while still maintaining patience, empathy and understanding

York Property Management (YPM) manages 3,500+ residential apartment suites in Southwestern Ontario. YPM offers a variety of different layouts of suites which accommodate a diverse demographic of young couples, families, students and retirees. The company employs over 100 individuals working at head office, on site, or at various properties managed by YPM.

Our Mission at York Property Management is to work together in a safe, respectful, and friendly environment with effective communication to provide our residents quality service and a comfortable and positive living experience while being environmentally conscious.

Our vision is to create and maintain rental properties that all of our residents are proud to call home.

York Property Management is committed to providing a safe, healthy and inclusive work environment. We welcome applications from people with disabilities and diverse backgrounds, identities and cultures. Accommodations are available throughout the application and interview process upon request.

Successful candidates, as a condition of job offer, would be required to provide a satisfactory criminal record check.

We appreciate all applications. However, only those selected for an interview will be contacted.