Service Manager

Progress Residential•Las Vegas, NV

37d

About The Position

The Service Manager is part of the Property Management team and is responsible for effectively managing open service jobs and preventative maintenance for occupied homes. The role provides leadership and daily management for an assigned area and team serving single-family rental homes and their residents. Depending on the assignment, the role may cover internal service execution, vendor execution, Housing Choice Program requirements, or one of those areas as its primary focus. The Service Manager manages service operations and vendors, supports service technicians, oversees resident satisfaction and portfolio productivity, and ensures work meets company targets and applicable safety and regulatory requirements. The role may also include inspections and compliance work for Housing Choice Program properties, including coordinating with governmental representatives and local Housing Authorities. The position includes personnel management, vendor relations, fleet and inventory oversight, and other duties assigned in the best interests of the company.

Requirements

At least 5 years of experience managing service, operations, and maintenance in multifamily, single-family, military housing, or an equivalent setting.
High school diploma or equivalent.
EPA certification to handle refrigerants.
Valid driver’s license.
Availability to work flexible hours, which may include some weekends and evenings.
Availability to support after-hours service technicians and/or vendors.
Ability to review and understand cost estimates and scopes of work, with familiarity with current labor rates in the relevant MSA.
Effective communication skills and ability to work with general and subcontractors on scope, price, and schedule.
Ability to schedule and manage multiple contractors or crews across locations in a geographic area.
Extensive knowledge of plumbing, electrical, HVAC, flooring, appliances, landscaping, and irrigation systems as they relate to residential homes.
Understanding of general IBC building codes and rental-property health and safety regulations.
Strong customer-service skills and ability to address customer concerns professionally.
Strong skills with Microsoft Office products, including Excel.
Ability to manage remote administrative assistance.
Proven ability to work independently with minor supervision.
Ability to work in a fast-paced team environment.

Nice To Haves

Salesforce and/or Yardi experience is strongly preferred.

Responsibilities

Demonstrate working knowledge of lease documents and resident rules and regulations.
Manage service jobs to provide strong customer service and timely resolution of resident requests in occupied homes.
Monitor response times, resident satisfaction, productivity, and efficiency within the assigned portfolio.
Review schedules and approve third-party vendors, vendor pricing, resident chargebacks, and invoices for completed work.
Provide technical support to service technicians to ensure appropriate diagnosis and repair of service jobs.
Ensure required training is completed by the manager and supervised team members, and administer and ensure compliance with the technical training program.
Follow up on service orders, confirm resident satisfaction, and work to resolve issues with dissatisfied customers.
Manage and execute the semi-annual home inspection program to improve resident satisfaction, control unit-turn costs, and maximize lease occupancy duration.
Conduct other property visits for occupancy and lease-compliance checks, posting notices, coordinating utilities, eviction lockouts, and related purposes.
Follow the company’s national procurement policy and program and manage fleet and fleet stock.
Oversee vendors to achieve good service outcomes, resident satisfaction, and expense targets; control costs and accurately track and report work.
Comply with applicable company health and safety rules and ensure properties comply with local, state, and federal health and safety laws.
Coordinate activities to maximize process efficiency and uphold workplace safety standards and practices.
Manage personnel performance, including reviews, career advancement, corrective action, mentoring, and performance improvement plans.
Communicate with the Service Director, Portfolio Operations Director, tenants, owners, and agencies by telephone and email about issues related to Housing Quality Standards inspections as needed.
When needed, initially inspect and reinspect Housing Choice Program properties, such as Section 8 homes, for compliance with applicable regulations and policies, HUD requirements, local Housing Quality Standards, building codes, and zoning ordinances; conduct in-person inspections and communicate with governmental representatives.
Report deficiencies, determine responsibility for repairs, set completion deadlines, document findings, and conduct follow-up inspections to verify timely completion.
Document in writing the work needed for units to meet applicable standards and codes.
Complete assigned paperwork for newly qualified Progress Choice Homes and perform related program duties.
Stay informed about local HUD program rules and changes and support compliance in coordination with the centralized Housing Choices and Rental Regulations department.
Develop and maintain positive relationships with local market team members and Housing Authorities in the assigned region, guided by the centralized Housing Choice and Rental Regulations department.
Manage vendor relationships, onboard vendors, and negotiate pricing.
Manage larger projects outside the scope of subordinate team members.
Manage assigned subordinate fleet vehicles and inventory.
Perform other duties as assigned in the company’s best interests and act as a champion for Progress Residential’s Core Values.