Who are we?
The Domus Group of Companies is an industry leader providing innovative real estate investment and management solutions. Since 2005, Domus has amassed a portfolio of over $500 million in managed assets across Canada and specializes in student housing & multi-residential property management, development consulting and asset stabilization.
We are a love-to-have-fun team that craves growth. We focus on giving a superior customer experience to our renters and investors alike.
This position is part of our onsite team at a popular, full-service rental community in Hamilton. We are not your average property management company; we focus on providing the most positive, good-vibes-only culture. We aim to be THE place to live and we take enjoyment and care in making our residents’ rental experience the best it can be.
What do we offer?
- Competitive salary
- Health & wellness benefits program including dental & vision
- Mental Health Employee Assistance Program
- A predictable Monday-Friday schedule that does not include regularly scheduled weekends outside of peak season
- A dynamic, supportive, and cooperative work environment-we have high goals and we want to have fun achieving them!
The Position – Resident Services Coordinator
We are searching for a detail-oriented, organized professional who will be part of the front line team that greets and helps customers as they come into the Hamilton office. You will be helping current and future residents with their daily inquiries and assisting the management team in providing exceptional customer service to both current and future residents.
This position reports to the Director of Property Operations - HQ.
What’s a typical day?
- Greeting residents and visitors and assisting with their daily inquiries
- Organizing & delegating maintenance requests via email and through our internal software systems
- Serving as the primary liaison between residents, contractors, and internal maintenance staff to ensure efficient communication and service delivery
- Offering excellent resident service and information to ensure all residents have a thorough understanding and a catered experience
- Conducting building and suite inspections
- Working as part of our small on-site team in Hamilton, supported by a larger cross-country team including our headquarters in Waterloo, ON to ensure we over deliver on every promise throughout the resident journey
As a member of our team, you will:
- Receive incoming requests from residents for service via phone, email, or in person and respond quickly by providing information, problem-solving, or escalating the matter appropriately
- Conduct regular property inspections daily from Monday-Friday to ensure the building is maintained and clean, completing associated forms and documentation
- Oversee and coordinate all resident service activities related to maintenance, operations, and building upkeep
- Manage and administer the work order system, ensuring timely completion, accurate tracking, and proactive communication with residents
- Respond to contractor queries and provide access to complete repairs
- Complete necessary suite inspections and weekly building common area inspections as per inspection guidelines provided and keep inspection reports on file
- Schedule and support preventative maintenance programs (ie. furnace filter changes, lock battery changes, thermostat battery changes, water audits, etc.), ensuring all inspections, repairs, and service schedules are completed on time
- Review and approve subcontractor and utility invoices
- Provide after-hours support as part of an after hours on call rotation with other staff/after-hours designates
- Plan for and execute mass move-outs including inspections, cleaning, repairs and ensuring units are ready for move-ins (primarily Aug/Sept, May/April)
- Assist with resolving resident complaints including but not limited to providing necessary backup information for escalated issues
- Update database notes with each resident interaction/transaction
- Maintain accurate financial and operational records including invoices, payments, chargebacks, and reports
- Organize and communicate with management regarding unit and building-wide renovations
- Assist with parking enforcement and ticketing
- Help to educate & inform tenants of how to keep their suite functional and well-kept and coordinate resident communication
- Review onsite and remove security footage for damages, complaints and police investigations
- Process and monitor the collection of resident chargebacks
- Assist with any community events at the property
- Create and foster an onsite community and experience for residents
What are we looking for?
- 3-5 years of customer service experience in hospitality or related customer-service industry
- Completion of a post-secondary educational program an asset but not a requirement
- Outgoing, personable, and positive attitude
- Ability to respond to after-hours needs, on a rotating schedule with other team members
- Exceptional attention to detail with an ability to set and achieve deadlines independently
- Demonstrated skill in balancing urgency and professionalism while coordinating with multiple stakeholders to deliver a seamless client experience
- Strong judgment and decision-making ability, with a track record of improving processes and delivering solutions-oriented service
- Excellent written and verbal communication skills, including the ability to convey information clearly and confidently
- Proficiency in Microsoft Office suites, Google Docs, and an eagerness to work with processes and apps, like Mailchimp, Google Calendar and Streak, to make communication streamlined and organized
- Has a high level of emotional intelligence with the ability to connect with people in a positive and inspiring way
- Accountable to set and achieve deadlines independently
- Solid organization and time management skills
- Excellent communication and interpersonal skills
- A compassionate problem solver with negotiation capabilities
- Accountable to set and achieve deadlines independently
This position is scheduled Monday-Thursday from 9:30 am to 6:00 pm and Fridays from 10:00 am to 4:00 pm. This schedule is subject to some potential changes at certain times of the year such as peak busy times (mid-April/mid-May, mid-August/September).
This is a full-time position with an in-office work schedule and a rotational on-call schedule.
Important Note: This position will be based full-time in Hamilton, ON but in an effort to ensure the best possible training experience, the successful hire will participate in a 2-3 week onboarding period at our Waterloo, ON headquarters. This will include integrated training sessions, job shadow opportunities, and opportunity to meet and connect with our HQ team. The incumbent will be required to be on site in Waterloo from Monday-Friday. Accommodation and/or mileage expenses will be covered by Domus during this period.
Job Type: Full-time
Pay: From $48,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
Application question(s):
- Regular hours for this position are scheduled between 9:30am and 6:00pm Monday to Thursday and 10:00am and 4:00pm Friday. Can you confirm these hours work for you?
- Are you able to work in an office environment and able to reliably commute to an office in Hamilton, ON?
- Please confirm your salary expectations.
- Training for this role will take place over a 2-3 week period in Waterloo, ON with accommodation/mileage expenses to be covered by Domus. Can you meet this training requirement?
Experience:
- Customer service: 5 years (required)
Work Location: In person
