Service Coordinator

FirstKey Homes•Marietta, GA

11d•Onsite

About The Position

The Service Coordinator supports service operations as the central administrative link between residents, service teams, and vendors. The role manages scheduling, work orders, vendor coordination, and resident communication to help ensure service requests are completed efficiently and on time. Working under the direction of the Service Manager and collaborating with Lead Technicians, the Service Coordinator triages work orders, provides residents with timely updates, and coordinates vendor services. The position involves handling a high volume of calls and system updates while maintaining strong organization and resident service. This is an office-based role involving frequent phone, email, and system interactions, extended computer use, and cross-functional collaboration. The schedule is standard business hours, with occasional evening or weekend support as operational or resident needs require. Additional duties may be assigned as needed.

Requirements

High School Diploma or equivalent.
At least 1 year of experience in an administrative, customer service, or operations support role.
Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
Experience managing work orders, scheduling, and coordinating service tasks.
Exposure to data tracking and reporting tools for monitoring service trends and operational insights.
Strong verbal and written communication skills, with the ability to interact professionally with residents, service teams, and vendors.
Understanding of work order processes, scheduling, and vendor coordination.
Knowledge of resident needs, service expectations, and issue-resolution practices.
Familiarity with work order and service management systems.
Ability to manage high volumes of calls, emails, and resident inquiries professionally and efficiently.
Strong time management, prioritization, attention to detail, problem-solving, and coordination skills.
Ability to use service management platforms such as Yardi, Facilgo, customer service software, or similar systems.
Ability to collaborate effectively with service teams, vendors, and internal stakeholders.

Nice To Haves

Power BI experience is preferred.
Experience in property management, real estate, or service operations.
Familiarity with work order and customer service management systems.
Bilingual Spanish reading and writing skills.
Knowledge of basic service and repair terminology, such as HVAC, plumbing, and electrical.
Experience in a fast-paced, high-growth environment with high-volume resident or customer interactions.

Responsibilities

Enter, schedule, update, and close work orders, assigning technicians and vendors for efficient routing and timely service.
Serve as the primary point of contact for residents, managing service requests, scheduling, and follow-ups by phone, email, and resident tickets.
Respond to resident service tickets, address inquiries, escalate urgent issues, and ensure timely follow-up.
Collaborate with service teams and property operations to support resident experience and resolve issues promptly.
Communicate with vendors and service teams to confirm assignments, verify work completion, and resolve scheduling conflicts.
Monitor work order progress, follow up on outstanding requests, and escalate issues to the Service Manager or Lead Technician as needed.
Use Power BI and other reporting tools to track service trends, assess response times, and provide insights on operational needs.
Identify scheduling gaps, delays, or inefficiencies and bring them to the attention of the Service Manager and/or Lead Technician.
Maintain accurate work order records in compliance with company policies and reporting requirements.
Support the Service Manager and Lead Technicians with data entry, performance tracking, and service-related administrative tasks.