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Job Description / Duties

Position: Resident Services Coordinator
Job Type: Full-time, permanent employment
Location: Brightside Head office*, Downtown Vancouver
(*with opportunities for remote work, in accordance to our Remote Work Policy)

Brightside Community Homes Foundation (“Brightside”) is a private-sector, non-profit organization that owns and manages 26 buildings across the city of Vancouver, providing affordable homes to those who struggle to meet the demands of market housing. In addition to property management, Brightside is committed to building connections within the Brightside communities that include over 1000 residents.

COMMITMENT TO DIVERSITY

At Brightside, we envision a future where all people have access to homes within a safe, vibrant and healthy community. We are committed to recognizing and reflecting the diversity of the people we house, the communities we build, and the talent we employ. Brightside fosters an inclusive workplace culture where ideas, individual abilities and diverse perspectives are valued and each person is encouraged to learn, develop, and contribute in a meaningful way.

OPPORTUNITY

Brightside is currently seeking to fill a full-time, permanent position on our ‘People & Administrative Services’ team in the role of Resident Services Coordinator. This dynamic, pivotal role will report directly to the Director, People & Administrative Services and will help connect residents with the appropriate functional areas within the organization.

MAIN AREAS OF FOCUS

• To serve as a front-line ambassador for Brightside and to liaise with residents in order to address their immediate needs and/or concerns;
• To triage and/or redirect inquiries to the appropriate function area(s) within Brightside and to facilitate general communication/correspondence; and
• To process incoming housing applications, maintain the housing waitlist, and facilitate resident selection.

KEY POSITION RESPONSIBILITIES

• Retrieve and review all general incoming calls/voicemails/requests from residents to help facilitate access to Brightside services;
• Review and process incoming housing applications, follow/coordinate resident selection procedures, and perform due diligence protocols to ensure optimal resident selection;
• Monitor housing vacancies and maintain integrity and efficiency of the housing waitlist(s) to ensure optimal occupancy;
• Prepare and communicate tenancy orientation materials and expectations;
• Address general tenancy issues with residents as they arise including, but not limited to: bike registration, parking assignments, storage/locker assignments, follow-up to service requests, etc.;
• Draft/Prepare 10-day “Notice to End Tenancy” forms, as instructed;
• Draft and issue rudimentary correspondence to residents, including, but not limited to: resident warning letters (first & second warnings), standard responses to resident complaints, and other correspondence as required;
• In collaboration with the Residential Tenancy Specialist (RTS) and the Resident Support Specialist (RSS), assist with resolving concerns or disputes that may jeopardize a resident’s tenancy or housing stability;
• Escalate emergent resident issues to RTS, RSS and/or management, as required;
• Accept, process, and log incoming rent payments from residents and issue receipts, when appropriate;
• Create content and manage the internal “Announcements” page in ShareVision (Brightside’s CRM database);
• In collaboration with the Director, People & Administrative Services, create, launch and maintain a social media presence to represent Brightside’s vibrant organizational culture from the employees’ perspective;
• Facilitate cross-training with other staff to ensure knowledge-sharing and continuous job agility;
• Process and distribute incoming mail to staff;
• Assist Community Development & Resident Support as well as the Resident Relocation teams with their administrative needs, as required;
• Provide administrative support, event planning, and other duties or projects as assigned by the Director, People & Administrative Services;
• Act as a security officer to prevent unauthorized access to the back office(s); and
• Create and continue to develop the RSC Handbook and maintain it regularly with updates to processes and procedures.

The preceding job description is not exhaustive and may change from time to time depending on the needs of the Foundation.

ADDITIONAL INFORMATION

The successful incumbent will be an organized, independent, smart, self-starter that thrives on problem solving challenges and delivering customer service excellence. They will be proficient with customer service, succinct communication, general administration, have an interest in housing and/or property management, and the desire to help people in our community. They will possess a strong moral compass, be culturally aware, respectful, knowledgeable, a good listener, and able to assert and carry out basic tenancy services, while working within and supporting other departments with the organization. They will accept and champion Brightside’s Commitment to Diversity and Inclusion and will be well aligned with this commitment and Brightside’s core values.

Brightside is proud to be a certified Living Wage employer. Expected salary range for this position: $50,000-$55,000/year (to commensurate with experience). A competitive extended health, dental, and vision package is provided to qualified employees
upon hiring. An employer matching RRSP program is offered after three (3) months of successful employment.

Qualifications / Required Skills

• Minimum one (1) year of reception experience and successfully triaging high-call volumes and complex issues.
• Cultural agility: Ability to work respectfully, knowledgeably, and effectively with our residents and vulnerable populations;
• Resident and service-focused: Exceptional commitment to delivering the highest levels of customer service to our residents and proven experience in a fast-paced ‘front-of-house’ position;
• Exceptional written and oral communication skills: Including the ability to communicate effectively and inclusively with a variety of individuals in a professional and sensitive manner, while also maintaining the highest levels of confidentiality;
• Solutions-oriented mindset: An exceptional ability to problem-solve issues that arise, analyze complex, challenging and sensitive issues and balance diverse interests with maturity and empathy;
• Proven ability to demonstrate patience, tolerance, diplomacy and exercise tact and good judgement when dealing with a variety of individuals of diverse cultural, educational and socio-economic backgrounds and behavioral issues; and
• Sound practical knowledge of Office 365 including Word, Excel, PowerPoint, Photoshop, and Adobe Pro. Previous experience with Yardi Voyager and/or ShareVision would be considered an asset.
• A criminal record check for working with vulnerable children and adults is required for this position.

Additional Information

HOW TO APPLY

Brightside is an inclusive employer and encourages applications from women, persons with disabilities, members of visible minorities, First Nations, people of all sexual orientations and gender identities. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply. If you think you’d be a good fit for Brightside and this position, we invite you to submit your resume and cover letter in PDF format to careers@brightsidehomes.ca with “Resident Services Coordinator + {Your Name}” in the subject line. Postings will remain open until the specified submission deadline or until filled. We thank all applicants for their interest in these career opportunities, however, only candidates selected for an interview will be contacted. We thank all applicants for their interest.

Salary: $50,000-$55,000/year

Contact Information

Brightside Community Homes Foundation
#300- 905 West Pender Street
Vancouver, BC V6C 1L6
Tel 604.684.3515
info@brightsidehomes.ca

Employer Profile

Brightside Community Homes Foundation (“Brightside”) is a private-sector, non-profit organization that owns and manages 26 buildings across the city of Vancouver, providing affordable homes to those who struggle to meet the demands of market housing. In addition to property management, Brightside is committed to building connections within the Brightside communities that include over 1000 residents.