Work Order Administrator

To provide direct and interactive administrative assistance on a daily basis to property managers. Administrative assistance includes, but is not limited to maintaining projections, inspections, and work orders within the Appfolio property system.

WORK ORDERS:
• The Virtual Assistant is accountable for administering the work order process.
• Virtual Assistance is expected to review each work order on a daily basis and address status and update each open work order on at least a weekly basis.
• For tenant initiated work orders:
o Virtual Assistant responds to tenant that WO is received. Asks for any clarifying or additional information
o Virtual Assistant reaches out to property manager and asks for guidance on internal and vendor assignment; Guidance from property manager should include a level of urgency and budget guidance on NTE.
o Virtual Assistant advises tenant that WO is assigned and provided an expectation for when it will be addressed.
o Virtual Assistant follows up with vendor (if required)
o Virtual Assistant coordinates scheduling (if required)
o Property Manager is responsible for the budget and needs to manage the Virtual Assistant as such. Scheduling a vendor is not an “open checkbook”. If the first vendor feels expensive, Property Manager should advise and require that Virtual Assistant reach out to another “trade partner”.
• For internal initiated work orders:
o Virtual Assistant reaches out to property manager and asks for guidance on internal and vendor assignment
o Virtual Assistant advises team member that WO is assigned and provided an expectation for when it will be addressed.
o Virtual Assistant follows up with vendor (if required)
o Virtual Assistant coordinates scheduling (if required)
o Property Manager is responsible for the budget and needs to manage the Virtual Assistant as such. Scheduling a vendor is not an “open checkbook”. If the first vendor feels expensive, Property Manager should advise and require that Virtual Assistant reach out to another “trade partner”.
• If work order is assigned internally (e.g to Facility Technician), it is the Property Manager’s responsibility to delegate that, not the Virtual Assistant. Ultimately – the Facility Technician and the Virtual Assistant report to the Property Manager, so “peer delegation” should be avoided if possible.
• Virtual Assistant is responsible for closing work orders in the Appfolio system.
• For principle: Work Orders should be responded to and assigned within 24 hours.
• For principle: All open work orders should be closed within one week and should have a status update every Friday.
• For principle: If a work order requires, multiple bids, multiple vendors, additional budget discussions, lead time over 7 days for parts ordered, lead time over 14 days for vendor selection/scheduling, the work order should be moved to a PROJECT.
RECURRING WORK ORDERS:
• We are using recurring work orders for proactively tracking when backflow testing, fire extinguishers are due. Virtual Assistant would monitor these on a weekly basis for upcoming deadlines and advise Property Manager as such. If aligned, Property Manager can give permission to Virtual Assistant to schedule back flow testing by property and update/close out recurring work order when complete.