Maintenance Coordinator

*Noted: Please send your updated resume in PDF format to Click to view. In your subject line, please use Maintenance Coordinator_Your Name.

Office Hours: 9:00am-5:30pm

Start Date: October 1st, 2023

Key Results Area

Objective: To assist and support the Maintenance Team of EJF Rentals. Including the execution of maintenance activities to maintain and enhance the overall experience of each EJF resident, tracking of performance metrics tied to those maintenance activities, and delivery of accurate financial reporting derived from each maintenance activity.

Focus Area #1 – Coordinate, schedule, and follow-up on property maintenance requests.

· Respond to all maintenance requests or inquiries received via phone, email, or property management software, including emergency, urgent, and standard maintenance issues by communicating with the resident and owner in accordance with company process & procedures.

· Work with vendors and team members to provide timely and effective maintenance service.

· Manage repairs from start to finish in accordance with company standards.

· Ensure maintenance request tickets are updated and closed in a timely manner.

· Maintain accurate maintenance records in property management software.

· Work with Resident Experience Manager to track key distribution using key management system.

· Ensure resident satisfaction by soliciting feedback on completed repairs.

· Maintain login protocols for security camera systems on site.

· Approve invoices and assist with accounts payable and accounts receivable activities as it relates to maintenance activities.

Focus Area #2 – Provide exceptional levels of customer service to our team of vendors, clients, and residents.

· Promote positive resident relations with exceptional customer service?

· Resolve resident issues and conflicts in a timely manner and in accordance with team standards and performance metrics

· Handle all phone calls with high levels of professionalism and courtesy

· Follow-up on requests in a timely manner

· Find efficient and effective ways to improve current procedures

· Review and recommend updates of property management software

Focus Area #3 – Be a team player and follow company policies as outlined in the employee handbook.

· Report to work and leave work at scheduled daily times.

· Keep in constant communication with the team.

· Attend meetings as required

· Assist other team members during busy times

Focus Area #4 – Manage the delivery of a 5-Star Resident Experience for every EJF resident

Performance Standards:

· Understand, support, and embody the resident experience vision and brand promise for EJF Rentals.

· Look for opportunities to personalize a service experience for residents.

· Work with all staff members to respond to resident inquiries in a timely manner to avoid escalations

Key Performance Indicators (KPIs)

· Resident requested tickets responded to within 24 hours of submission (not including weekend or holiday time)

· Follow up completed within 24 hours of scheduled repair completion.

· Resident requested tickets repaired and closed within 5 days of submission.