Maintenance Coordinator

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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.

• At Service Manager direction, schedule service jobs to provide timely resolution and outstanding customer service to resident requests on occupied homes.
• Interact 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.
• Receive requests for work orders from residents via phone or web and then directly manage and schedule all necessary work orders in the service request system.
• Answer phone inquiries from customers providing quality and accurate responses managing and resolving customer complaints.
• Respond to incoming emails using standard methodologies.
• Research required information using multiple systems and resources.
• Manage and schedule work orders for HOA violations and confirm resident chargebacks as required.
• Routinely communicate 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.
• Analyze and think critically about incoming inquiries to help develop future processes and structures to streamline and grow customer service processes and models.
• Route calls, emails, and tickets to appropriate individuals and groups as needed.
• Accurately complete and document information in the system and ticket to ensure inquiry is captured correctly.
• Confirm resident chargebacks and identify resident responsible items.
• Identify and escalates priority issues when necessary.
• Proactively identify 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.

• Multifamily, SFR, Military Housing maintenance experience a plus.
• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• 2-3 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.

• Competit…