Maintenance Coordinator

Position Summary:

The Market Maintenance Coordinator is responsible for timely and accurately customer service inquiries via phone and email, as well as scheduling and managing service requests. The ideal candidate would possess strong customer service skills, maintenance experience and acumen, as well as analytical thinking to maintain or surpass organizational goals and market service team key performance indicators. This position will be under direct supervision of the market Service Manager.

Essential Functions:

At Service Manager direction, schedule service jobs to provide timely resolution and outstanding
customer service to resident requests on occupied homes.
Interacted with vendors to assign, follow up, and ensure completion of service requests. Hold
vendors accountable for timely and accurate work. Communicate frequently with key vendors.
Receives requests for work orders from residents via phone or web and then directly manages and schedules all necessary work orders in the service request system
Answer phone inquiries from customers providing quality and accurate responses managing and resolving customer complaints
Responds to incoming emails using standard methodologies
Researches required information using multiple systems and resources
Manages and schedules work orders for HOA violations and confirms resident chargebacks as required
Routinely communicates with Technicians and vendors to ensure work orders are completed in a timely fashion with high quality
Assist Technicians by researching needed parts and follow up with resident to verify when parts arrive
Analyzes and thinks critically about incoming inquiries to help develop future processes and structures to streamline and grow customer service processes and models
Routes calls, emails, and tickets to appropriate individuals and groups as needed
Accurately completes and documents information in the system and ticket to ensure inquiry is captured correctly
Confirms resident chargebacks and identifies resident responsible items
Identifies and escalates priority issues when necessary
Proactively identifies root causes of issues and make recommendations for process improvements future state
Assist residents with remote resolution and diagnosis for better description accuracy
Contact residents using multiple methods of communication to gather information to schedule service
requests, as well as to follow up and close them out.

Qualifications:

Multifamily, SFR, Military Housing maintenance experience a plus.
High school diploma or equivalent required
Excellent verbal and written communication skills
- years property management experience is a plus
Familiar with reviewing maintenance metrics (i.e., reporting and dashboards)
Experience responding to customer emails
General to strong maintenance acumen
Experience working with Salesforce and Customer Relationship Management Systems (CRM)
Familiar/strong with using MS Office, Outlook, and Internet applications
Bilingual Spanish is a plus
Superb accuracy and attention to detail
Strong problem-solving skills as well as a sense of urgency around significant customer issues.
Ability to prioritize and multi-task in a fast-paced environment
Adaptable to feedback and requested changes
Excellent interpersonal skills, genuinely friendly and approachable
Strong customer service skills

What you can expect from us:

Progress Residential offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, k match, paid holidays and much more.