Client Overview

This Canadian real estate brokerage is a well-known and respected presence in the Medicine Hat and surrounding area. The organization has built a strong reputation for supporting local clients through the buying and selling process and for fostering close relationships within the community.

Like many real estate teams that support multiple independent agents, the brokerage relies heavily on strong front-office administration to maintain smooth operations. The role requires:

• High levels of confidentiality

• Flexibility to support multiple agents

• Professionalism and discretion

• Strong organizational accountability

The brokerage was referred to Red Rock HR Ltd. after observing its success in the local market. Even prior to the referral, the owner had been following the firm’s work and was planning to reach out. The connection was strong from the outset, with a shared focus on finding a long-term, professional solution.

The Challenge

The brokerage needed to hire a full-time Front Administrative Assistant responsible for data entry, transaction coordination, and communication with legal partners.

Although the organization had previously hired for the role and had an existing job description, past hires had not been successful. Key concerns included:

• Staff turnover and reliability issues

• Confidentiality concerns and workplace gossip

• Lack of professionalism when supporting different agents

• Candidates not fully appreciating the importance of the role

• Limited owner capacity to manage another full recruitment cycle

Compounding the issue, the team was operating under pressure:

• One administrative team member was on maternity leave

• The remaining team member was stretched thin covering front-end duties and training

• The owner’s schedule did not allow time for a thorough hiring process

There was clear concern about repeating previous hiring mistakes, and the operational strain was becoming unsustainable.

Action Steps

To address the issue, the brokerage engaged Red Rock HR Ltd. to lead a structured and strategic recruitment process.

Step 1: Strategic Consultation 

A focused consultation was conducted to clarify:

• Role requirements

• Cultural fit priorities

• Professional expectations

• Budget parameters

Step 2: Role Refinement and Market Positioning

 The existing job description was strengthened and the posting was refreshed to better attract aligned candidates. A targeted social media and advertising campaign was launched to increase visibility.

Step 3: Candidate Screening and First-Round Interviews 

Applicants were professionally pre-screened, and an initial interview round was completed to identify top prospects.

Step 4: Market Reality Check
A leading candidate was identified but fell outside the established compensation range. Given scheduling constraints with the owner, the search was recalibrated and extended to ensure the right long-term fit.

Step 5: Owner-Involved Interviews
A refined shortlist was presented, and second-round interviews were conducted with the owner. Several strong candidates emerged, with one individual demonstrating clear potential for long-term growth within the organization.

Step 6: Offer Management
A verbal offer was coordinated, followed by preparation and delivery of a formal employment contract.

Step 7: Pre-Onboarding Support
All required pre-employment documentation was collected and organized by Red Rock HR Ltd. and provided to the owner for a smooth onboarding process.

Step 8: Post-Hire Check-Ins
Follow-ups were conducted at six weeks and again at six months to confirm role integration, performance progression, and team fit.

Results

As a result of the structured recruitment approach, the brokerage experienced meaningful improvements:

• Front-end customer service stabilized across walk-in and phone inquiries

• Administrative workload was redistributed, reducing strain on existing staff

• Team morale improved with a strong cultural fit

• The owner gained valuable insight into effective interviewing practices

• Greater awareness was developed around compensation positioning and market realities

• Confidence increased in the importance of thorough screening and reference checks

Most importantly, the new hire demonstrated strong alignment with the team and continued to develop within the role, supporting both operational efficiency and workplace stability.

Facing similar hiring challenges or struggling to find the right team fit?

Red Rock HR Ltd. offers complimentary consultations to help organizations gain clarity on their most pressing people challenges and develop practical solutions.