Regional Service Manager

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Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.

Progress Residential is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

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Position Summary

The Regional Service Manager is a member of the Service team and is responsible for the management and oversight of the maintenance of occupied and/or vacant homes. The Regional Service Manager is responsible for several key performance indicators including resident satisfaction, self-performance metrics, cycle times, and adherence to budget. The Regional Service Manager is a working manager with oversight over service coordination and process implementation in addition to coaching, teaching and training the service team as well as any service team tasks assigned by the Regional Service Director.

Essential Functions

• Manage Service to provide outstanding customer service and timely resolution to resident requests on both occupied and vacant home issues
• Will provide gap coverage for the Regional Service Director and Service Managers and must have extensive knowledge of vendors, vendor pricing, service technician skill levels and geography and traffic patterns in multiple markets.
• Plans, organizes and directs a program of building and property maintenance
• Directs, manages, and mentors assigned service team members; assign projects, creates schedules, provides support and oversees total work functions of the department and service employees therein
• Supervises and coordinates the work order system: receives work reports by phone or in writing, logs in work order and inputs into the work order system; dispatch the work order to appropriate personnel; receives completed work orders; initiates chargebacks if applicable; generates, reviews and monitors work order status reports and closes out work orders in a timely manner
• Supervises the performance of limited bookkeeping/accounting functions for the department: allocates and recaps time/material cost to each cost center; maintains departmental payroll and attendance records; keeps outside contractor cost records, etc
• Coordinates assigned purchasing functions for the department following established policies and procedures
• Coordinates, oversees, manages and schedules routine and scheduled inspections as needed
• Monitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolio
• Review workload and approve use of third-party vendors as appropriate. Reviews vendor pricing and has elevated approval authority for invoices for completed work
• Diagnose and perform repairs as scheduled and workload permits
• Follow-up on service orders to ensure resident satisfaction with the work completed and works to resolve issues with dissatisfied customers
• Manage and execute inspection programs to improve resident satisfaction, control unit turn costs and maximize average length of tenancy
• Comply with the Company’s national procurement policy and program
• Oversee fleet…