Leasing Experience Representative
Ferguslea Properties
Ottawa, ON
Ferguslea Properties is the proud owner and operator of Accora Village, Canada’s largest privately owned rental community. Accora Village is comprised of over 2,400 homes and over 9,000 residents in the west-end of Ottawa. The community is 150 acres of tree lined streets, ideal for people interested in an active and healthy lifestyle.

Ferguslea Properties is committed to providing our residents and community with a best-in-class experience.

GENERAL DESCRIPTION:
Reporting to the Leasing Manager, the Leasing Experience Representative (LER) acts as the face of the Accora Village brand, functioning as one of the first points of contact by assisting our prospective and current residents with any inquiries regarding rental accommodations. They will provide best in class customer experience through all means of communication, whether it be in person, telephone, email, live-chat or through other indirect delivery channels. The primary focus of the LER is to greet and welcome all customers, identify needs and answer all questions relating to living at Accora Village. The LER drives a standard of excellence for exemplary customer service and client satisfaction.

RESPONSIBILITIES:
1) Customer Experience

The Leasing Experience Representative receives and responds to feedback from the customers and staff. The LER will create an inviting environment by enthusiastically greeting all customers and responding to customer questions and feedback in a timely manner. They will maintain the overall organization and cleanliness of the waiting room and lobby areas; ensuring that necessary supplies are stocked and facilities are clean and welcoming. They will recommend potential products or services to management by collecting customer information and analyzing customer needs and demonstrate exemplary conflict resolution skills and escalating customer concerns to appropriate parties when necessary.

The LER will have superior skills in customer relationship management and use leading questions to determine a customer’s true needs and concerns. They will proactively follow up with prospective, current and past residents when needed and communicate all important information with relevant staff in order to create the best customer experience possible. They will demonstrate a professional demeanor to all those they encounter and will represent the values Accora Village holds in high regard.

2) Leasing & Marketing Support

Under the direction of the Marketing department, the Leasing Experience Representative builds brand loyalty and engages customers. They will use their expertise to sell the benefits of all Accora Village residential products, including: pricing, leasing terms, parking, amenities, and building features. They will provide timely and proactive feedback to management regarding effectiveness of, leasing incentives and rental rates; in addition to providing input to the Leasing/Marketing team on the success of various channels.

The LER will play a role in the monitoring of marketing programs in real time. This includes preparing and updating vacancy, traffic and turnover reports as required; participating in sales outreach events, Kijiji updating, and competitive Analysis and Competition shopping. The LER will prepare notices, letters, and signage for the Operations team as needed. They will set personal goals and meet or exceed monthly leasing targets provided by management. The LER contributes as an active inside sales team member to drive customer engagement and enhance brand reputation.

3) Leasing Administrative Support

The Leasing Experience Representative enters completed work orders in the Yardi system. They will enter resident lease information into Yardi Voyager, collect and process rent deposits, maintain leasing consultant calendars, book appointments for customers, and enter all leads to ensure that traffic data and reporting are complete and accurate.

The LER will conduct in-depth interviews with prospective residents to determine their needs and promote available Accora Village product that best fit their requirements. They will prepare key packs for new residents, support and co-ordinate with the Leasing department in regards to all aspects of the new resident move-in experience. They will assist with overflow leasing traffic to take clients on showings and partake in any minute taking, event coordination, and general leasing/marketing administration as needed.

SKILLS AND KNOWLEDGE:
  • Post-secondary education in administration, business, communications, or equivalent.
  • Demonstrated interpersonal and diplomacy skills.
  • Ability to multi-task, prioritize, and manage time effectively
  • A minimum of 2 years experience in a customer service role.
  • Exemplary communication skills; both written & verbal.
  • As a condition of employment, a current and valid Criminal Background Check must be provided.
  • Outstanding problem solving skills; ability to be resourceful and diffuse situations.
  • Ability to use standard office software applications
  • Knowledge of Yardi Voyager is a strong asset
WORKING CONDITIONS:
  • Physical effort is low.
  • Travel is minimal. May be required to attend some special events.
  • Extended periods at a computer may be required at times.
  • The job description implies the performance of repetitive tasks.
  • Occasional overtime may be required to meet deadlines.
  • Competing demands may create stress.
  • Occasional lifting and carrying office supplies or equipment may be required.
  • Different shifts will be required. Weekend and evening schedule is required.
Ferguslea Properties is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

We review and assess all applications and will contact candidates whose background and experience most closely fit the needs of the position.