Senior Leasing and Resident Experience Coordinator

ONE Properties (ONE) is seeking a Senior Leasing and Resident Experience Coordinator to join the vibrant, fast-paced team at our Versus high-rise purpose-built rental property in Calgary, Alberta.

ONE is a privately-owned, integrated real estate investment firm that develops and manages a range of high-quality assets across Canada, creating value through an integrated service model. Since 1987, ONE has been creating value, empowering businesses and defining communities through our people, our partners and our properties. Visit www.oneproperties.com to learn more about our company.

The Opportunity

The Senior Leasing and Resident Experience Coordinator position is a unique hybrid role, incorporating aspects of Leasing, Customer Service and Resident Experience.

This position will appeal to a responsible individual who is energetic, creative, outgoing, and social. This individual will also have proven success in sales, and firsthand experience executing excellent customer service.

• This position is unique as it aims to follow the customer’s journey from their initial booking as a prospective resident, their experiences while they are a current resident, and a seamless experience during their departure from the building. The Professional will ensure all functions performed are done so with a high level of accuracy and efficiency of service.
• The role will seek to secure qualified prospects, convert prospects to residents, execute tenancy, and to offer excellent service to improve resident retention which will support the strategic plans for the property.
• The Professional’s impeccable customer service to the resident will be a major part of resident impression of the building and their long-term residency. Their role will aim to set the standard and execution of exceptional experiences for prospective and current residents.
• They will seek to go above and beyond residents’ expectations with active engagement in every aspect of services within the building. These crucial opportunities will include monthly events, planning and successful execution of amenity services, resident engagement, and resident communications.
• The Professional will require an understanding of marketing, strategies related to leasing residential units, and general real estate and residential property management industry knowledge.
• Knowledge of financial management is critical to the role, as the Professional will be responsible to adhere to and work within budgeted parameters.
• The Professional must be willing to be assigned to other ONE Properties as required.

The Leasing Professional reports to the Property Manager.

Accountabilities

Marketing and Leasing

• Establish a comprehensive knowledge of the residential community, including the availability of suite types and layouts, common areas and amenities of the building and value-added services provided.
• Conduct market surveys on a regular basis as directed by the Leasing Manager.
• Inspect vacant available suites and amenities daily to ensure their market-ready condition and showability, and contact the Service Coordinator with reference to any deficiencies.
• Ensure Welcome Kits are placed in each market-ready suite and liaise with the Resident Services Coordinator for the supply of the ‘surprise and delights’ on their actual move-in day.
• Respond effectively to leasing inquiries coming in online, via phone calls, and walk-ins.
• Schedule viewing appointments and show available suites.
• Maintain the customer database in as much detail as possible and respond to all leads.
• Greet and qualify prospects, overcome objections and secure the new tenancy.
• Communicate with the Multi-Family Marketing team to maintain digital marketing strategies and programs that are aligned with the corporate marketing strategy.
• Administer the lease renewal process with existing residents, securing renewal, and communicating to the Community Administrator of any who decide not to renew.
• Monitor waitlist prospects and assign follow-up to Leasing Professionals on a weekly basis.
• Other duties as required and assigned by the Property Manager.

Customer Service

• Practice excellent resident relations through working collaboratively with other team members to ensure resident requests and concerns are dealt with in a timely and professional manner.
• Manage a high level of resident relations, address concerns and complaints promptly and professionally, implementing service-recovery action if warranted.
• Employ excellent conflict resolution strategies as necessary when communicating with residents.
• Forge relationships with community organizations, including local businesses in an effort to create charitable experiences or ‘value add’ services for the residents.
• Schedule, organize and host New Resident Orientation Events providing information and conducting a tour with new residents.
• Create a resident event schedule as appropriate with the property Valugraphics and amenities.
• Arrange for classes, external instructors, or speakers, and host the events.
• Promotion of external community events and hosting property events.
• Coordinate additional services to residents.
• Identify additional services desired by residents, source external service providers and coordinate with the residents.
• Follow up with residents at touch points, obtaining feedback.
• Assist with follow up with residents upon completion of maintenance service requests, ensuring high-level communication occurs in the event of a delay of completion.
• Work closely with Concierge in relation to communication and resident services.
• Ensure the Welcome Home Information Guide is kept current.
• Schedule and conduct move-in, and move-out inspections, including elevator and loading dock booking.
• Conduct resident move-out consultations with residents to assist them with coordination of their move.
• Other duties as required and assigned by the Property Manager.

Reporting and Administration

• Enter and maintain accurate records in the property management software.
• Report on vacancy, traffic, and other metrics on a daily basis.
• Assist in providing input to and execution of the overall property marketing and leasing plan.
• Establish comprehensive knowledge of the residential community, including availability of suite type layouts, common areas and amenities of the building and a value-added service provided.
• Oversee the completion of regular market surveys. Analyze competition and identify market trends from the purpose of providing input and recommendations on pricing and strategy.
• Collaborate with the Regional, Leasing and Resident Experience Manager to provide recommendations on any incentives based on market analysis.
• Actively participate to leasing inquiries coming in online.
• Ensure timely and accurate completion and entry of all leasing documentation, including application forms, Tenancy Agreements, and other supporting documentation.
• Advise prospective residents on the tenant insurance requirements and refer to ONE’s partners where possible.
• Work in conjunction with marketing and site personnel on event and reporting statistics.
• Ensure effective communication and appropriate processes are followed for new vendor set up requirements with the Service Coordinator and Property Administrator.
• Post direct communications to residents.
• Other duties as required and assigned by the Property Manager.

Human Resources

• Motivate and coach the team, where required.
• Schedule leasing staff, ensuring appropriate coverage based on availability and seasonality.
• Assist in training of Leasing Team members.
• Facilitate regularly scheduled team check-in meetings.

Qualifications

• Education – High school diploma and post-secondary education in sales and/or marketing. Licensed Real Estate Associate in the Province of Alberta an asset.
• Experience – 2 years of experience in sales with a special focus on providing a high level of customer service experience. Experience in the hospitality industry is an asset.
• Relationship Skills – Highly motivated and driven; collaborative attitude, excellent oral and written communication, and presentation skills in the context of professional phone manners, and face to face communication.
• Interpersonal Skills – Committed to personal growth and integrity aligned with company objectives, the ability to exercise confidentiality in decision making and is self-motivated, professional, and flexible to changing demands.
• Organizational/Multi-Task Skills – Ability to allocate one’s time effectively, work under pressure and manage tight deadlines; ability to achieve quality results ability to handle multiple demands and competing priorities and adapt to new ideas and constant changes.
• Availability - The Senior Leasing and Resident Experience Coordinator role requires flexible working hours with some weekend and evening work.
• Computer Skills – Proficiency in Microsoft Office and social media platforms. Experience with Yardi and/or a CRM platform an asset.
• Police Clearance – A criminal verification check is required for employment.

What We Offer

• Opportunities to develop and grow in your career, along with competitive pay and benefits.
• Team-oriented colleagues who share the same core values around collaboration, alignment and integrity, with a strong spirit of collegiality.
• Strong focus on client relationships.
• Growing company with offices and properties across Canada.
• A commitment to strengthen the communities where we operate.

How to Apply

If you have the skills, qualifications and expertise, and want to join our growing team, please submit your resume, cover letter and salary expectations using the following job posting link: https://oneproperties.bamboohr.com/careers/220 or visit the Careers page on our website www.oneproperties.com/careers.

This job description is a summary of the key position requirements and is not a comprehensive listing. Additional responsibilities, duties and skills may be required for the position.

Salary for this position will be commensurate with the candidate’s experience.

Incomplete applications will not be considered. Posting will remain open until a suitable candidate is found.

We thank all applicants for their interest, however, only those selected for interviews will be contacted.