Digital Support Agent Jobs in Calgary, AB (NOW HIRING)

Description

Job Responsibilities 

The Leasing Agent carries out the administration and execution of the day-to-day leasing services and strategies in all assigned residential property enterprises.  The Leasing Agent is a highly responsible individual who enjoys a variety of tasks all while ensuring a high level of customer service is always maintained.  

Essential Duties and 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.

Leasing

• Responsible for ensuring all property management policies, procedures, and operations are executed to FirstService Residential Standards
• Participate in the full leasing process
• Maintain a comprehensive and up to date knowledge of the portfolio, including availability, vacancy, suite layouts, common areas, amenities, parking, etc
• Conduct regular market research surveys and provide input on pricing and strategy with a goal of maximizing revenue and minimizing vacancy loss
• Inspect all vacant suites on a regular to ensure they are in Rent Ready condition
• Develop all leads including telephone and email inquiries within three hours of being received with an objective to converting to “personal tours”;
• Conduct “personal tours” with the prospective resident outlining the features and benefits of the area, property, and the value of living at the property.
• Ensure rental applications are reviewed and approved based on guidelines provided by Property Manager within 1 business day of receipt of application
• Conduct income verification and reference verification on applications
• Conduct credit checks using YardiScreen
• Advise applicants in a timely manner of status of application
• Assist in securing security deposit payments on approved applications within 48 hours of application approval
• Generate and review leases with approved applicants, ensuring leases are signed by approved applicants within 48 hours of deposits being secured.
• Follow up on all leads within 24 hours of last interaction
• Assist with managing the renewal and retention program including providing recommended pricing to Property Manager

Marketing

• Assist Marketing with 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.
• Plan, co-ordinate and host Community events to continue to build strong relationships within the community.

Customer Service

• Practice excellent resident relations through regular resident visits to ensure concerns and complaints are dealt with in a timely, professional manner to ensure long-term tenancies. 
• Handle resident concerns and 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.

Administration and Reporting

• Provide updated and accurate vacancy reports to the Property Manager upon request.
• Issue and deliver notices such as violation notice, notice to enter, termination notices by approved method.
• Review of weekly availability reports
• Review of monthly reports as provided by Property Manager
• Ensure compliance with the Residential Tenancies Act in all procedures.
• Attend Community events to continue to build strong relationships within the community. 

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

Additional Duties and Responsibilities

• Practice and adhere to FirstService Residential Global Service Standards.
• Always conduct business 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 Occupational Health and Safety Act, Alberta Minimum Housing and Health Standards, Alberta Fire Code.
• Comply with all requirements when a Public State of Emergency is issued by municipal, provincial or federal authorities. 
• Comply with regular fire and life safety standards including monthly testing and annual drills.
• Ensure all trades comply with the health and safety policy. 
• Immediately report any infractions, damaged equipment and hazardous conditions or equipment. 

Education and Experience 

• Preferred RECA License in Property Management
• Proven track record in multi-family leasing
• Experience in Retail Leasing an asset
• High School Graduate: Post-Secondary Education or industry experience required
• Resident Tenancies Act knowledge required
• ARM designation is considered an asset but not required
• CPM designation is considered 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

Knowledge, Skills and 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
• 5th Class Operator’s License and personal reliable vehicle required.

Tools and 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.

• Use of a keyboard
• Phone and face-to-face communication
• Sitting for extended periods of time
• Use of a computer
• General office equipment

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs. 

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.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.
Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.