Operations Coordinator

Focus PM • Kaukauna, WI

15h • Onsite

About The Position

The Customer Service Specialist (Service Operations) serves as the operational hub of our maintenance department. This role is responsible for managing incoming service requests, dispatching and coordinating service technicians, overseeing work order flow, and ensuring timely and high-quality repair completion. This position acts as the primary liaison between residents and the field service team, ensuring seamless communication, efficient scheduling, and exceptional customer service.

Requirements

• Experience coordinating service technicians, maintenance operations, or dispatching
• Ability to manage multiple work orders simultaneously
• Strong scheduling, prioritization, and time management skills
• Experience handling customer service concerns professionally
• Accurate data entry and systems management experience
• Proficiency in Microsoft Office and Google Workspace
• Ability to thrive in a fast-paced, deadline-driven environment

Nice To Haves

• Experience using AppFolio or similar property management software
• Previous experience in property management or maintenance coordination

Responsibilities

• Receive, triage, and prioritize incoming maintenance requests
• Dispatch work orders based on urgency, technician skillset, and geographic location
• Monitor work orders from submission through completion
• Provide technicians with clear scopes of work and necessary documentation
• Maintain daily communication with field technicians
• Track service KPIs including completion times and resident satisfaction
• Identify and resolve scheduling conflicts and workflow bottlenecks
• Serve as the primary point of contact for maintenance-related inquiries
• Provide proactive updates on work order status and timelines
• Professionally de-escalate resident concerns
• Ensure high-quality, service-focused interactions
• Accurately document all communication in AppFolio
• Manage and maintain work orders within AppFolio
• Ensure accurate documentation, billing, and work order closure
• Maintain organized digital records
• Assist with vendor coordination as needed

Benefits

• Health, Dental, Vision Insurance
• Short-Term Disability, Accident & Life Insurance
• Paid Time Off
• Company Events
• Flexible weekday schedule options
• Hands-on job training
• Professional development and coaching (including personal finance and real estate investing training after probationary period)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed