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Community Manager

  • Job Location:Toronto, Ontario
  • Job Type:Full Time
  • Wage Type:Salary

Summary

The Community Manager (CM), as part of the site Management Team, is responsible to assist in the overall performance of the property by focusing on exceptional customer relations while maximizing profitability and maintaining corporate standards within established operational and budgetary objectives. Primary functions of this role includes customer service,  efficient administration, expense control, income maximization, accurate reporting, ensuring the proper physical maintenance of the building and surrounding property and daily management and training of support staff.

Details

Key Responsibilities

Customer Service:

  • Ensure Greenrock Communities are safe, clean, and presentable at all times befitting an "A" class landlord
  • Employ the highest level of customer service
  • Professionally and courteously manage all telephone, e-mail and walk-in inquiries
  • Greet all residents, future residents and internal team members in a proficient and positive manner
  • Promote a strong sense of community
  • Maintain an overall focus on enhancing the customer experience
  • Communicate and work directly with tenants on matters concerning the company as agents for the landlord
  • With the Regional Community Manager (RCM), ensure building standards are maintained to a high level and building staff are performing duties in a professional manner
  • Apply customer service organizational policies and ensure adherence to site procedures
  • Maintain effective and timely communication with new and existing tenants
  • As part of the management of the property, act as liaison with other employees
  • Maintain a positive working relationship with all contractors, co-workers and service providers
  • Communicate with the Senior Management, team members and site staff on an ongoing basis
  • As part of the overall team, maintain goodwill of resident during service period and promote the organization to existing and potential customers
  • Consistently focus on providing exceptional customer service

Administration / Health & Safety:

Working with the RCM:

  • Ensure all maintenance logs and checklists are kept up-to-date (i.e. pools, elevators, etc.) and operated in accordance with all applicable legislation
  • Issue purchase orders and with direction of the RCM, approve purchase of material, equipment and contracted services to complete repairs within approved budget levels
  • Understand and ensure performance of maintenance contracts; monitor building service contract performance to ensure prudent, cost effective practices are constantly observed
  • Complete incident reporting, as required
  • Routinely audit resident files to ensure they are accurate
  • Report IT issues as required
  • Prepare written memos, reports, business cases and recommendations for RCM
  • Understand and abide by company policies, the Residential Tenancies Act, Privacy Act, Health and Safety standards, Workplace Violence and Harassment, AODA including Accessible Customer Service,  Municipal Property Standards By-Laws, and any other applicable legislation governing day-to-day operations Be thoroughly familiar with and adhere to the company's Health & Safety Policy
  • Ensure all health and safety procedures are adhered to and the areas of concern are reported to the appropriate parties in a timely manner in order to limit exposure to liability and/or loss
  • Ensure a complete knowledge and understanding of WHMIS, and ensure all contractors and vendors comply with safe handling guidelines; immediately report infractions, hazardous conditions, or damaged equipment to supervisor
  • Ensure staff wear prescribed Personal Protective Equipment (PPE) when required to do so
  • Be thoroughly familiar with our emergency procedures including fire, flood, elevator entrapment, power outage, and mold remediation
  • Audit access card database and ensure accuracy with tenant database
  • Investigate any price discrepancies and other issues regarding invoice processing, as required
  • Maintain pest control logs; schedule in suite treatments
  • Administer the property equipment lists

Financial and Budgets

Working with the RCM:

  • Review monthly operating statements (financial statements, balance sheet and general ledger); preparation of variance reports; reforecast budgets, if required, prior to distribution to the Board
  • Prepare annual operating budgets for each property

Operating:

 

Working with the RCM:

 

  • Ensure the efficient maintenance and repair of properties; review and evaluate to ensure they meet budgetary and operational expectations
  • Ensure property services are delivered with the highest level of care of diligence
  • Conduct necessary arrangements with public utility and other municipal bodies, from time to time
  • Inspect the property daily/weekly basis to monitor performance, assess and ensure cleanliness and ensure properties are maintained to Greenrock standards
  • Perform and document detailed monthly building inspections of all properties assigned and provide follow-up and completion information when required for all deficiencies listed
  • Perform regular inspections of vacant units to ensure readiness
  • Reduce operating costs and improve efficiencies by overseeing and managing assigned property management functions
  • Ensure timely resolution of issues relating to repairs and maintenance; coordinate with the maintenance team
  • Completing annual in suite inspections of the portfolio to ensure ongoing preventative maintenance measures are adhered to
  • Ensure preventative maintenance is scheduled and completed
  • Coordinate after hours emergencies as required
  • Have knowledge of market rents and ability to set asking rents based on market conditions
  • Identify and areas of risk and minimize exposure
  • Organize, promote and conduct resident events

 

Leadership and Management:

 

In collaboration and with the support of the RCM:

 

  • Directly manage site team and members including: Superintendents, Administration team, Leasing team, Customer Service team
  • Manage staff including resolving conflict; analyze and resolve work problems, or assist team member in solving work problems
  • Ensure team members fulfill their responsibility to other departments as requested
  • Supervise staff, including monitoring employee attendance and work performance; provide input on indirect reports
  • Complete a thorough orientation and training of new and existing staff according to established policies and procedure
  • Foster a culture of cooperation and collaboration both within the maintenance team and also with the rest of the property team
  • Communicate with staff to ensure objectives and policies are clear
  • Participate in collaborative meetings to enhance performance standards of property management
  • Evaluate and recommend changes in methods and procedures in assigned area of responsibility
  • Be cognizant of the value of human capital and ensure succession planning is in place

General:

  • Maintain professional and technical knowledge by attending educational workshops; benchmarking professional standards; reviewing professional publications; establishing personal networks
  • Remain current with new industry practices, legislative changes and new technologies
  • Liaise with other department, units or organizations including but not limited to regulatory or civic authorities having jurisdiction
  • Liaise with contractors to ensure performance and other designated standards are met
  • Participate in Greenrock sponsored philanthropic events
  • Other duties within the scope, spirit and purpose of the job, as requested by management

Qualifications:

  • Post-secondary education is an asset 
  • Minimum 2 years' experience in a similar position with at least 2 years of which include the management of other staff
  • Reliable self-starter with a high degree of initiative
  • Strong communication skills, both verbal and written, and presentation skills
  • Able to manage multiple activities/projects simultaneously, assess priorities to meet strict deadlines
  • Keen attention to detail
  • Demonstrated ability to develop corporate/business relationships along with keen business acumen and a solid understanding of the maintenance costs
  • Leadership and coaching abilities – able to demonstrate example of empowering, developing & motivating people
  • Commitment to excellence in customer service
  • Effective communication, organizational and interpersonal management skills
  • Excellent problem-solving skills combined with "big picture" awareness
  • Adept in budgeting
  • An understanding of accounting methods and practices
  • Proficient computer skills
  • Working knowledge of Yardi Voyager and Yardi Maintenance Module
  • Valid driver's license