Maintenance Coordinator

Maintenance Coordinator
Job Description

Are you a leader? Are you detail oriented? Do you want to be part of a team? Do you want to be empowered to succeed? Do you want to learn and grow as a person?

Do you have property management experience and are reliable and resilient? Do you enjoy problem solving?

Would you enjoy your success criteria to be clearly defined so you know how to exceed the expectations?

Well, look no further!

People that excel at this position are detail oriented and motivated by opportunities to gain knowledge, show their expertise, and produce quality work. They prioritize ensuring accuracy, maintaining stability, and challenging assumptions. They are often described as careful, analytical, systematic, diplomatic, accurate, and tactful.

Experience and Knowledge Required:
2 years in property maintenance coordination or management using (Appfolio or Buildium or similar software)
2 years experience in a field that requires customer service. People skills and relationship building skills are a must to be successful in this role.
Strong U.S.A. home maintenance troubleshooting skills
Excellent research skills
Excellent written and verbal English communication skills
Excellent task management skills (the ability to receive inputs via multiple platforms, organize them, prioritize them, and follow through with the accomplishment of them all)
Strong time management skills with strong attention to detail
Strong ability to work independently and self-motivated to accomplish set tasks and goals.
Willingness to learn and grow
Working knowledge of Excel and Google Sheets and able to do simple formula calculations.
Equipment Required:
Computer with high speed internet that is capable of video conferencing and Voice over IP calling
Headphones
Quiet room for work

The Web Based Software we use:
Buildium
Trello
Google Suite (email, Gvoice, Google office docs)
Work Schedule:
Monday through Friday from 8am to 5pm Eastern Standard Time (EST)
One maintenance synch meeting per week (on Wednesdays at 9am EST)

Roles and Responsibilities:
Respond to maintenance requests within 1 hour during the work day and the next business day for after hours
Maintenance requests are submitted from tenants, owners, and our property managers via our management software, email, and text. The primary way they are submitted is via our management software but sometimes they come in from different platforms. All of the inquiries must be added to the management software and then a message sent to the individual that requested the maintenance within 1 hour of their request or 1 business day (if the request comes after 5pm or on the weekend or a holiday).

Triage every maintenance request
Upon receiving a maintenance request, be able to diagnose what is going on, why it is happening, and then solve the problem or develop a plan to fix the problem in the fastest, most cost effective way possible.
Be able to determine if the tenant is responsible for the issue or able to fix it themselves (like resetting a breaker, appliance, or GFI).

Be able to determine what vendor is best for the situation. Take all facts into account: where is the property located? What type of vendor is required? What vendors are available?

Update every maintenance related task every day

This position is responsible for every maintenance task and making sure we make progress on every task everyday. To ensure that is happening and items don’t get forgotten about we will ask you to touch every task everyday with a meaningful status update.

Have all maintenance requests closed out within 14 days of receipt

Maintenance requests are requests from tenants, owners or property managers about home repair items that need immediate attention.

Have all maintenance requests closed out within 14 days from the receipt of the maintenance request to completing the work OR be able to clearly communicate why the maintenance request has not been completed and what the plan is to get the request completed as soon as possible. For example, “Task 001373 is a cracked window. The window is on backorder from the manufacturer. I have called 3 different suppliers and all say that the backorder time is 2 months. I will send an email once a week to stay top of mind with the vendor so we can get this completed asap.”

Have all preventative maintenance requests closed out within 30 days of receipt
Preventative maintenance items will come from a property manager or inspector and are not urgent things to be completed but need to be addressed to maintain the property.

Have all tenant required maintenance requests closed out within 7 days of receipt

Understand our lease and what maintenance is required of the tenants.

Communicate this maintenance with the tenant and ensure the item is completed by the tenant within 7 days. If it is not completed within 7 days then coordinate a vendor to complete the required maintenance and communicate with the office manager that the tenant is responsible for paying the vendor’s invoice.

Maintain maintenance costs as a percentage of rent at 10% or less
You will be shown how to run specific reports and use Google Sheets to calculate the maintenance costs as a percentage of rent.

Manage preferred vendor list. Maintain 3 vendors per category.

Be able to research vendors on the internet, call them to interview them for services offered, service areas, insurance, w-9, and ability to accept EFT. This position is the first and main point of contact for most vendors.

Notes on customer service:
Everyone in the property management industry and on this team must have excellent problem solving skills and people skills to excel.

This position must be able to field phone calls and messages from frustrated tenants soothe their frustrations with a credible maintenance plan of action.

This position must be able to call vendors to establish new relationships so the team can use them to help resolve maintenance issues quickly.

Training & Continuing Education:
We have documented how to succeed in this position with systems manuals and standard operating procedures. We also have a three week training plan to teach how to achieve success in this position using the required management software and provided tools.

Will be required to take continuing education online via the U.S. National Association of Property Managers or other approved sources.