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
• 5thClass Operator’s License Required and personal reliable vehicle required.

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.

DISCLAIMER:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time

Education & Experience

• RECA License in Property Management required
• 2-5 years previous experience of multi-residential or single unit property management required
• High School Graduate; Post-Secondary Education or industry experience required
• Resident Tenancies Act knowledge required
• ARM designation an asset but not required
• CPM designation an asset but not required
• Excellent customer service skills with at least five years of customer service work.
• Minimum three years’ experience in a fast paced office environment.
• Intermediate knowledge of MS Office and aptitude to learn new software programs.
• Experience using Yardi is an asse

JOB RESPONSIBILITIES

Reporting to the Director, Investment Properties, the Property Manager carries out the administration and execution of the day-to-day services and strategies in all assigned residential property enterprises. The Property Manager 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 always maintained.

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.

Client Management

• Effectively communicate and report property needs, concerns and expenses to clients
• Effectively manage client expectations and needs
• Oversee day-to-day operations of assigned properties on behalf of the clients
• Manage incoming and outgoing transitions of properties
• Use sound and unbiased judgement in emergency situations for the best interest of all stakeholders
• Continuously evaluate processes and recommend updates, streamlining or changes as necessary

Leasing

• Responsible for ensuring all property management policies, procedures, and operations are executed to FirstService Residential Standards
• Oversee and participate in the full leasing process; providing training to supports and teams as needed
• Maintain a comprehensive and up to date knowledge of the properties, including availability, vacancy, suite layouts, common areas, amenities, parking, etc
• Ensure rental applications are reviewed and approved within 12 hours of receipt of application
• Facilitate the counter- signing of all leases, schedules, assignments and addendums
• Manage the renewal and retention program

Marketing

• Work with Marketing to ensure execution of property marketing and leasing plan
• 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; be available to attend marketing campaigns such as open houses.
• Attend Community events to continue to build strong relationships within the community.

Customer Service / Resident Management

• Practice excellent resident relations to ensure concerns and complaints are dealt with in a timely, professional manner to ensure long-term tenancies.
• Handle resident concerns an inquiries with a goal of 100% satisfaction.
• Respond to all resident inquiries concerns within a 48 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.
• Effectively manage termination of residents in relation to substantial breach, non-payment or behavioral issues – including legal process

Budgeting and Reporting

• Provide updated and accurate vacancy reports to the Senior Property Manager and clients upon request.
• Review weekly availability reports
• Generate and review monthly reports as required by Senior Property Manager
• Generate and participate in all budget creation activities, including reforecasts
• Ensure compliance with the Residential Tenancies Act in all procedures.

Office Management

• Complete administrative support as required, including courier and mail handling
• Maintain digital and physical filing systems within office, Yardi, and MS Teams environment
• Maintain all resident information in accordance with privacy regulations and legislation
• Answer all incoming phone calls and emails

Maintenance and Building Management

• Monitor site teams to ensure effective scheduling of month end turnover and suite renovations within the properties, and within a pre-determined timeframe to ensure minimal downtime and vacancy loss
• Ensure accuracy and approval of all purchase orders in Yardi
• Monitor and ensure proper and full use of Yardi Mobile Maintenance application by Maintenance Technicians
• Educate residents on availability of resident portal to submit work orders
• Conduct annual, periodic and pre-move inspections and co-ordinate required maintenance work as necessary
• Ensure preventative maintenance is scheduled with Maintenance Team and external trades
• Co-ordinate scheduling and supervision of external trades as needed

Capital Management

• Management of major projects and infrastructure planning and reporting.
• Develop project plans, scopes, charters, reporting and timelines for new construction, renovations and other.
• Engage with stakeholders in alignment with organizational needs, supporting alignment of stakeholders on all project management.
• Track and monitor approved capital improvements/maintenance programs.
• Identify new capital project plans for consideration and review for clients
• Lead or support the RFP/RQF process including the preparation/evaluation as directed in alignment with KEDC goals and direction.
• Assess and determine portfolio needs that inform and develop operational and capital plans and purchases.
• Collaborate with project proponents, engineers, architects etc. to determine the specifications of the project.
• Negotiate contracts with external vendors to reach profitable agreements.
• Obtain permits and licenses from appropriate authorities.
• Determine needed resources (manpower, equipment, and materials) from start to finish with attention to budgetary limitations.
• Plan all construction operations and schedule intermediate phases to ensure deadlines will be met.
• Hire contractors and other staff and allocate responsibilities as directed.
• Provide project management expertise as requested.

Accounts Receivable

• Monitor rent collection for all residential and commercial units, striving for zero arrears each month
• Educate and encourage residents to use ClickPay payment platform
• Monitor aged receivables report weekly for delinquency and co-ordinate collection efforts with site team
• Coordinate service of all legal documentation pertaining to non-payment of rent, including any Residential Tenancies Act specific documents as per legislative guidelines
• Assist in filing any legal actions for non payment of rent through the Residential Tenancies Dispute Resolution Service or other prescribed means
• Ensure any and all outstanding debts are sent to collections

Commercial Unit Management

• Ensure Tenant Fit-up construction projects are effectively managed and implemented.
• Prepare property-level RFQ/RFP’s, issue tenders, tender analysis, and contract preparation for distribution and execution. Provide required documentation for portfolio-level RFQ/RFP’s.
• Acquire and maintain close-out documentation and as-built records.
• Responsible for building revenue and expenses including preparing and operating within an approved budget; analyzing monthly financial statements and preparation of quarterly management report; ensure tenant billings and year end adjustments are correct and conform to the lease.
• Administer leases to ensure all requirements are met.
• Oversee accounts receivable to ensure they are maintained at an acceptable level.
• Oversee the sustainable initiatives and programs i.e. BOMA BEST, LEED, Fitwel, etc.
• Work cooperatively with Leasing to support achievement of budgeted leasing projections.

Sustainability

• Identifies buildings best suited for energy retrofit projects.
• Works closely with building technicians to ensure continuous commissioning and energy performance improvement of building systems.
• Develops and maintain a building improvement tracking system.
• Educates technicians in energy saving practices and technologies.
• Reviews building performance reports.
• Develops new practices to improve energy performance.
• Develops measurable energy and sustainability Key Performance Indicators (KPIs)
• Identifies opportunities for specific energy saving measures in buildings.
• Recommends energy retrofit projects based on the results of the audits, re-commissioning process and carbon neutral studies.
• Supports team in the delivery of other projects that have an impact on energy consumption.
• Facilitates client, tenant communication and engagement.
• Supports client with their energy and sustainability reporting needs.

Additional Duties & Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
• 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.

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

Supervisory Responsibility

• Up to 5 Team Members

Education & Experience

• RECA License in Property Management required
• 2-5 years previous experience of multi-residential or single unit property management required
• High School Graduate; Post-Secondary Education or industry experience required
• Resident Tenancies Act knowledge required
• ARM designation an asset but not required
• CPM designation an asset but not required
• Excellent customer service skills with at least five years of customer service work.
• Minimum three years’ experience in a fast paced office environment.
• Intermediate knowledge of MS Office and aptitude to learn new software programs.
• Experience using Yardi is an asset