Position: Leasing and Administration

Reports to: Leasing Administrator

Position Overview

The objective of Forest Hill Kipling is to re-define residential property management in Canada through superior resident satisfaction, and innovation in marketing, leasing and property operations.

The primary functions of the Leasing Administrator are:

  • To lease suites at the highest rates possible, exceeding market expectations, through professionally qualifying prospective residents, initiating and executing leases and renewals in the building, all with a focus on minimizing vacancy loss.
  • To represent the brand of the building as the front-line employee providing exceptional service to all residents and applicants.

The Leasing Administrator must have a service-oriented approach, excellent communication skills, be willing to work flexible hours including month-end requirements, and be confident and comfortable as the building’s liaison with the residents and the community.

Responsibilities

Customer Service:

  • Professionally and courteously handle all inquiries, feedback, complaints or concerns. Ensure a high level of resident relations is maintained through regular contact and proactive attention to resident needs
  • Consistently focus on providing superior customer service
  • Meet and interact with residents and prospective residents in a courteous and professional manner
  • Foster a strong customer service culture among all staff
  • Promote a strong sense of community
  • Welcome and assist all residents and visitors in the office
  • Answer and direct all incoming telephone calls in a courteous and professional manner
  • Liaise with building staff and contract staff to resolve resident maintenance issues as expeditiously as possible
  • Assist General Manager as required, including: typing, photocopying, formatting documents, telephone calls and preparing reports
  • Complete other duties as assigned

Leasing:

  • Encourage appointments or viewings with all prospective resident phone calls, online registrations, emails or walk-ins
  • Secure appointments and conduct property and show suite tours with all prospective residents
  • Ensure all walk-ins are provided with a property tour, including suite showings – an appointment is not required
  • Engage in highest level of professional sales techniques to sell the property to prospective residents in order to obtain a commitment to lease
  • Follow-up with all prospective residents in order to overcome any objections, with an overall focus on obtaining a signed lease. These calls should be conducted within 24 hours of the initial contact.
  • Regularly inspect upcoming suite availabilities prior to showing to prospective residents
  • Ensure that all suites are returned to “rent ready” condition as soon as possible on becoming available
  • Inspect all vacant units daily to ensure suites are in optimal condition for showings/appointments
  • Negotiate leases to achieve optimum value for the property

Marketing:

  • Coordinate open houses and actively promote referral programs if required
  • Create and post advertisements on websites as required
  • Generate leads through a variety of avenues as required (e.g. telemarketing, direct mail, etc.)
  • Conduct monthly market surveys and have a thorough understanding of competing properties and current market conditions
  • Prepare annual leasing and marketing plan for insertion in annual budget

Administration and Reporting:

  • Review and submit changes to leasing reports as directed
  • Complete and maintain a consistent and accurate traffic report and submit on a weekly basis
  • Register all prospective residents using Yardi or other software as required
  • Collect and complete all pertinent information on the lease application form and forward to the General Manager for approval; obtain the completed bank form, employment letters and cheques (or money orders) for first and last month’s rent
  • Complete and/or monitor online background checks, complete and execute the signing of all leases, schedules, assignments, transfers and addendum forms according to established policies and procedures.
  • Personally notify all applicants of the General Manager’s decision (approved or declined) with respect to rental applications
  • Assemble and provide move-in packages to new residents
  • Coordinate reservations of elevators for move-ins and move-outs
  • Promote accepted applicants to join the online payment program or Pre-Authorized-Payment program (PAP)
  • Assist with the completion of incoming and outgoing suite inspections and document as required
  • Actively monitor deficiencies in suites and common areas and produce work orders as required
  • Ensure the voicemail greeting is clear, enthusiastic and scripted according to company policy
  • Ensure that the resident directory is accurate
  • Be flexible with lunch hours and breaks to be available to prospective residents and appointments
  • Responsible for office administrative duties that may include mail, courier, office supplies, invoice coding and processing and other duties to support the operations team
  • Maintain an orderly leasing centre with proper filing of all documentation and correspondence
  • Other duties as assigned

Requirements

  • A passion for excellence in customer service delivery
  • Post-secondary education preferred
  • Exceptional oral and written communication skills
  • Strong interpersonal skills
  • Strong command of MS Office products: Word, Excel, PowerPoint etc.
  • Yardi experience an asset
  • Detail-oriented; ability to resolve problems using facts, sound reasoning and common sense
  • Self-starter with high degree of initiative, creativity and flexibility
  • Property Management, administration and sales experience an asset