Resident Manager

Push Operations; Toronto; On-site; CAD 52,000 - 70,000; Full time

Job summary

Peterson is seeking a Resident Manager to handle day-to-day resident and tenant requests, coordinate maintenance, and support the Property Manager on site. This live-in position requires on-site presence to respond to emergencies and ensure smooth operations.

The role involves showing units, inspecting move-ins/outs, maintaining tenant relations, and coordinating with trades when needed. Strong customer service and admin skills are essential.

Qualifications

• High school diploma or equivalent.
• General understanding of accounting principles and procedures.
• Strong working knowledge of Microsoft Office.

Responsibilities

• Provide superior customer service handling tenant requests and concerns; involve the Property Manager as needed.
• Attend to tenant service line and email; ensure timely responses and follow-up.
• Conduct suite inspections during move-in/move-out and assess tenant damage vs wear and tear.
• Oversee vacant suites, including showing units to prospective tenants.
• Maintain tenant relations; document complaints and emergencies outside office hours.
• Provide emergency response and on-call assistance as required; represent Peterson professionally.
• Demonstrate knowledge of building operations and log service requests.

Skills

Customer service

Administrative support

Multi-tasking

Communication skills

Education

High school diploma

Job description

The Resident Manager is responsible for handling day-to-day resident and tenant requests, coordinating general property upkeep such as certain cleaning-related responsibilities, conducting showings, and supporting the Property Manager with onsite operational matters. As this position is a live-in position the Resident Manager will also be on site to help facilitate in emergency situations.

• Providing superior quality customer service dealing effectively and fairly with tenant requests and concerns on a timely basis, involving the Property Manager as needed;
• Attending to the tenant services phone line and email requests and ensuring response and follow up is provided up to completion;
• Proactively anticipating needs / issues and providing solutions to tenants and Property Manager concerns;
• Conducting suite inspections upon tenant move-in and move-out and determining what is tenant damage or reasonable wear and tear;
• Overseeing all aspects for rental of suites when they become vacant, including showing units to prospective tenants;
• Maintaining good tenant relations, handling and documenting tenant complaints and emergencies in the building which occur during, over, and above office hours;
• Providing emergency response and on-call assistance, as required; and
• Respectfully and capably representing the best interests of Peterson in all internal and external dealings.

Property Maintenance & Operations

• Demonstrating knowledge of the property building operations and systems to assess issues and provide accurate information to the Property Manager in resolving problems;
• Ensuring that service requests are logged appropriately;
• Attending to day-to-day management of the property;
• Maintaining interior and exterior appearance of the property;
• Cleaning of interior and exterior common areas including common hallways, service rooms, laundry room, stairs, exterior, and garbage areas;
• Ensuring all exterior areas of walkways leading to entrances and exits for residential and parkade, including ramps, are clean and free of dirt and debris, ice, and snow;
• Performing maintenance and minor renovations/repairs such as plumbing (sink & taps), heating, locks, fans, minor electrical, changing light bulbs, touch-up painting, caulking, changing locks, filing holes in walls, minor appliance repairs and moving appliances (i.e., fridges & stoves), etc.;
• Arranging, coordinating and supervising trades work such as carpet cleaners, painters, electricians, plumbers, etc. when necessary within budget and procurement policy parameters or with the approval of the Property Manager;
• Backing up security camera files on regular basis as well as viewing in the event of theft or damage to assist the police and/or property manager to determine cause or events of such an occurrence;
• Recommending type and quantity of maintenance supplies to be stocked;
• Following proper procedures for logging and dispatching service requests and work orders; and
• Assisting with researching quotes and other information for special maintenance and capital projects as directed by the Property Manager.

Property Administration

• Ensuring all rent cheques are received and pursue delinquent rents or NSF cheques;
• Serving Termination Notices, Rent Increase Notices, and other notices as approved by the Property Manager and in compliance with Residential Tenancy Act;
• Assisting with drafting and distributing letters, notices, contracts, and other correspondence related to the administration of the property;
• Ensuring parking and storage locker rules and regulations are strictly adhered to by the residential tenants and maintain up to date records of all infractions;
• Programming entry phone, programming and troubleshooting FOB system, when necessary;
• Maintaining up-to-date MSDSs for maintenance products and adhere by the work safe rules and regulations;
• Completing incident reports as per corporate policy; and
• Maintaining up to date tenant contact information and contractor information;
• Managing the distribution of parking stalls, storage lockers, and booking of boardroom or elevators;
• Assisting Property Managers with performing other related duties to better administer tenancies and the building;
• Assigning, checking, and maintaining the flow of work within the team;
• Interacting with the development team and ongoing developments on an as needed basis;
• Providing functional, technical direction, and /or specialty advice; and
• Consistently setting a personal example in leadership.

QUALIFICATIONS

• Academic, technical, and professional competence
• Completion of high school diploma;
• General understanding of accounting principles and procedures; and
• Strong working knowledge of Microsoft Office.

Work Experience and Job Skills

• A demonstrated track record with 1 – 2 years’ in a related role:
• Providing quality customer service with a proven ability to multi-task and prioritize demands;
• Providing effective and efficient administration support, including answering phones, accurate and timely record keeping, processing invoices and coordinating support services;
• Diligently dealing with methods of organization and detail in performing his/ her duties;
• Demonstrating maturity, confidence and tact, particularly when dealing with difficult issues or conflict; and
• Developing positive and professional relationships with a variety of people while practicing excellent verbal and written communication skills.3. Personal Aptitudes

Demonstrate attributes consistent with Peterson’s Core Values

• Relationships: We value and care about our relationships and treat everyone with dignity, respect, and trust.
• Integrity: We keep our promises and hold ourselves personally accountable for delivering on our commitments, acting with honesty and fairness.
• Entrepreneurship: We continuously seek opportunities and challenge ourselves to find better ways of creating value. We believe diverse approaches, opinions, and experiences contribute to better outcomes for our stakeholders.
• Gratitude: We are grateful for the opportunities we are given. We support initiatives that affect positive change in our communities and value the skills, strengths, and perspectives of our team.