Resident 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 Resident Experience Manager (REM), the Resident Experience Representative (RER) is the first point of contact for current residents and works as part of a team with the responsibility of creating the best possible customer experience. The main responsibility of the RER is to ensure that all customer issues and questions are resolved in accordance with the Accora Village customer service promise. The RER will coordinate efforts with other departments, schedule and manage annual suite inspections and maintenance work with the REM, and ensure Accora Village contributes to a high quality of life and resident satisfaction.

RESPONSIBILITIES:
1. Customer Support
The RER builds relationships with current residents in person, by telephone and by email, by answering questions and resolving concerns. They will answer calls, resolve resident issues, produce outbound mailings, open and distribute inbound mail, and ensure accurate data is reported and entered in the system. They will work with the REM and other staff to follow up on any requests from residents for repairs or service.
The RER will prepare notices of entry and distribute in advance of entering occupied suites and ensure staff have authorized entry. They will work collaboratively with the maintenance team to foster an environment of open communication, cooperation and collaboration. In addition, the RER will respond to resident concerns and ensure all relevant data has been captured and entered into Yardi. They will inform the REM of any potential issues or concerns relating to any safety or legal concerns for staff and/or residents. The RER will uphold Accora Village’s customer service standards for acknowledging and responding to messages in a timely manner.
2. Scheduling
The RER will schedule the Building Technicians for Annual Suite Inspections (ASI), in addition to establishing and maintaining a comprehensive building and unit ASI history. They will coordinate simple accessibility accommodations for residents where possible. The RER updates the REM’s calendar, books customer appointments, move-in orientations, and Annual Suite Inspections. They will also maintain service elevator reservations and advise appropriate staff of any scheduling requirements.
3. Administrative duties
The RER will assist the REM and team in a variety of administrative duties, including but not limited to: the minute-taking of staff meetings, preparing reports, maintenance histories and investigating issues as requested, maintaining and administering parking spaces, storage lockers, and residents with special needs reports. At the discretion of the REM, the RER will prepare eviction notices following the rules and legislations of the LTB.
The RER ensures customer data is updated and coordinates office filing, record keeping and correspondence from residents. The RER monitors office inventory and is responsible for coordinating office supply orders via the Office Manager. They will prepare chargebacks to tenants as required, managing appeals and coordinating with the Finance Department to follow through on any questions or concerns. They will perform such other duties from time to time as assigned by the REM.

SKILLS AND KNOWLEDGE:
  • College diploma in administration, business administration with experience in any of business operations, property management, or customer service.
  • A minimum of 2 years history of Customer Service, or property management experience.
  • Ability to work evenings and weekends is a requirement.
  • Understanding of current property management legal and regulatory practices.
  • Exemplary communications both written and verbal.
  • While not mandatory, written & verbal communication in French is a strong asset.
  • Proficiency in MS Office (Excel, Word, Outlook)
  • Yardi experience would be considered an asset
  • Good analytical and problem-solving skills
WORKING CONDITIONS:
  • Physical effort is minimal.
  • Extended periods at a computer may be required at times.
  • Competing demands may create stress at times
  • The job description implies the performance of repetitive tasks
  • Risk is low.
  • Travel is minimal.
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.