Tenant Support Representative

JOB SUMMARY

Responsible for the provision of effective and timely tenant services including determining on-going eligibility for subsidy, annual and interim rent calculations, receiving and coordinating logistics for maintenance repairs, preparing invoices for payment, assisting and supporting tenants with rent and tenancy related questions, and completing tenancy administration for approximately 3,026 of the owned Niagara Regional Housing units while working within Yardi property management software.

QUALIFICATIONS

EDUCATION

• 2-year post-secondary diploma in Office Administration, Business or other related field

KNOWLEDGE/EXPERIENCE

• At least 1 year in customer service / property management field

• Rent Geared to Income (RGI) calculation experience is preferred

• At least 3 years in a maintenance related environment, property management or related field is preferred

• Course/certificate Rent-Geared-to-Income (RGI) training is preferred

• Knowledge of Yardi or other property management software is preferred

• Bookkeeping experience is preferred

SKILLS

• Microsoft Office capability, including MS Word, Excel

• Excellent organizational and phone skills

• Excellent verbal and written communication skills

• Excellent social skills and an ability to effectively manage and build relationships with difficult clients

• Ability to work in a fast-paced environment with shifting priorities and timelines

• Ability to work independently with minimal supervision and in a team environment within tight deadlines

• Knowledge of various legislation, including Residential Tenancies Act, Building Code and Housing Services Act is preferred

• Bilingual English and French is considered an asset

SPECIAL CONDITIONS

• Must possess knowledge of various government and private pensions and benefits and other sources of income for tenants

• In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate

RESPONSIBILITIES

Coordinating logistics for maintenance repairs with contractors and/or maintenance staff and tenants, including but not limited to: (30% of time)

• Answering phones and communicating with tenants to assess/analyze maintenance requests.

• Provide initial assessment of work request, create work order in Yardi, allocate to and notify appropriate staff/contractor responsible for completing work order.

• Review and monitor open work orders.

• Liaise with appropriate maintenance staff/contractors to determine work order status and relay to tenants and staff as needed.

• Use work order dashboard to input work orders for inspections

• Respond to complaints and requests for service from various sources to develop work orders as directed.

• Ensure client’s needs are met and their concerns have been addressed to proper employee/contractor. Offer other assistance as necessary-Redirect them or source out information or employee that can meet their needs.

• Determine priority of maintenance request and ensure work is done according to need

• Create Fobs for new tenants, complete requests for lost or stolen Fobs, track as needed.

• Determine need for 24 hour notices and co-ordinate with contractors/building staff and tenants to ensure entry and delivery

• Deal with confidential and sensitive matters

• Processing invoices for all maintenance repairs

• Receive and review contractor invoices for accuracy

• Check codes and prepare invoices for payment

• Input payment amounts and ensure accuracy

• Ensure deadlines are met on bi-monthly basis

• Work with accounting to complete month-end close out of financial information.

Completing tenancy administration, such as preparing annual declaration packages and rent calculations in accordance with legislative requirements, local policies/procedures and guidelines, including but not limited to: (30% of time)

• Confirm and document initial and ongoing eligibility for all tenants/clients. Verify eligibility by receiving, documenting and analyzing appropriate identification and documents to provide tenants/clients Rent-Geared-To-Income subsidy.

• Through tenant/client contact via phone or correspondence, verify and update outstanding verifications to maintain ongoing eligibility.

• Monitor eligibility, verify information, make eligibility decisions, and apply decisions to the tenants/clients tenancy.

• Make complex eligibility decisions incorporating Provincial Legislation (Residential Tenancy Act, Housing Services Act) and Directives, Regulations, Department (local) policies and practices, legal precedents and the uniqueness of individual circumstances.

• Maintain tenant/client files, filing, retrieving in accordance with corporate management protocols.

• Ability to handle matters of confidential nature.

• Receives visitors and responds to routine mail/phone inquiries by recording, screening and providing general information and assistance, while maintaining confidentiality.

• Prepares correspondence. Correspondence or documentation may be confidential in nature.

• Liaise with Accounting to verify tenant payments and pre-authorized payments

• Communicate with tenants/clients advocates and community agencies (Canadian Mental Health Association, March of Dimes, Brain Injury, Public Guardian and Trustee, etc.) including political representatives.

• Apply problem solving techniques to assist clients with solutions.

• Apply crisis intervention when needed to diffuse potentially volatile or distressed situations.

• Answering incoming phone calls and resolve inquiries (answer questions/concerns) pertaining to Rent-Geared-To-Income subsidy.

• Review eligibility complaints (respond to appeal requests).

• Complete adjustments according to the Housing Services Act to adjust effective dates of rents.

• Identify possible misrepresentations

• Preparing annual rent receipts for all tenants

Providing front line staff and tenant information services by phone, including but not limited to: (30% of time)

• Providing day-to-day coordination of incoming calls, including providing general information, maintenance and rent questions and referral to appropriate people/departments

Maintaining the property management system (Yardi) for all maintenance repairs, and tenant services administration, including but not limited to: (10% of time)

• Updating the database with work order and invoice information for issued and completed repairs

• Updating the database with tenant information

Complete back up coverage for administrative roles (e.g. Operational Program Assistant) and other TSR portfolios

Additional duties as assigned