Service Manager

Progress Residential • Charlotte, NC

28d

About The Position

The Service Manager is part of the Property Management team and manages open service jobs and preventative maintenance for occupied single-family rental homes. The role provides leadership and daily oversight for an assigned geographic area and team, with responsibilities that may encompass internal work, vendor-executed work, Housing Choice Program requirements, or a primary focus in one of these areas.

The Service Manager oversees service response, resident satisfaction, team productivity, preventative maintenance, inspections, vendor performance, costs, and compliance with company policies and applicable health and safety regulations. The role also manages team performance and training, vendor relationships, fleet and inventory, and, where assigned, Housing Choice Program inspections and related compliance work. Other duties may be assigned based on company needs.

Requirements

• At least 5 years of experience managing service, operations, and maintenance in multifamily housing, single-family housing, 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, and familiarity with current labor rates in the relevant MSA.
• Effective communication skills and ability to work with general contractors and subcontractors on scope, price, and schedule.
• Ability to schedule and manage multiple contractors or crews at different locations within 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 minimal supervision.

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 for occupied homes to provide strong customer service and timely resolution of resident requests.
• Monitor response times, resident satisfaction, productivity, and efficiency across 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 support proper diagnosis and repair.
• Ensure required training is completed for the manager and supervised team members, and administer and ensure compliance with the service team’s technical training program.
• Follow up on service orders to confirm resident satisfaction and resolve concerns 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 property visits for occupancy and lease-compliance checks, posting notices, coordinating utilities, eviction lockouts, and related purposes.
• Comply with the company’s national procurement policy and program, and manage fleet and fleet stock.
• Oversee vendors to support service outcomes, resident satisfaction, and expense targets; control costs and accurately track and report maintenance and service work.
• Comply with company health and safety rules and regulations and ensure properties comply with applicable 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 development, corrective action, mentoring, and performance improvement plans.
• Communicate with the Service Director, Portfolio Operations Director, tenants, owners, and agencies by phone and email about issues relating to Housing Quality Standards inspections as needed.
• As needed, inspect and reinspect Housing Choice Program properties, including Section 8 properties, for compliance with applicable regulations, HUD policies, local Housing Quality Standards, building codes, and zoning ordinances.
• Conduct in-person inspections and communicate with Housing Choice Program governmental representatives; report deficiencies, determine repair responsibility, set completion deadlines, document findings, and conduct follow-up inspections.
• Document in writing the work necessary for units to meet applicable standards and codes.
• As assigned, complete paperwork for newly qualified Progress Choice Homes and perform related program duties.
• Stay informed about local HUD program rules and changes, supporting 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, under the guidance of the centralized Housing Choice and Rental Regulations department.
• Carry out other duties assigned in the company’s best interests and champion Progress Residential’s Core Values.
• Manage vendor relationships, onboard new vendors, and negotiate pricing.
• Manage larger projects outside the scope of subordinates.
• Manage assigned subordinate fleet vehicles and inventory.

Benefits

• Competitive compensation, including performance-based bonuses.
• Medical, dental, and vision benefits.
• Parental leave.
• 401(k) with company match.
• PTO based on tenure.
• 13 paid holidays and 1 floating holiday.
• Quarterly summits, town hall meetings, and continuous training to support professional growth.
• A culture emphasizing collaboration, recognition, and enjoyment at work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED