Service Manager

Progress Residential • Orlando, FL

2d

About The Position

The Service Manager is a member of the Property Management team, 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 assignment, the position may cover internal work execution, vendor execution, Housing Choice Program requirements, or a particular one of those areas.

The Service Manager oversees service requests, maintenance, inspections, vendors, budgets and fleet resources, while supporting resident satisfaction and compliance with company policies and applicable laws. The role also supervises team members, coordinates with internal and external stakeholders, and may perform inspections and administrative duties for Housing Choice Program properties.

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 for flexible hours, which may include some weekends and evenings, and 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 metropolitan statistical area.
• 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 across a geographic area.
• Extensive knowledge of residential plumbing, electrical, HVAC, flooring, appliances, landscaping and irrigation systems.
• 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.

Responsibilities

• Manage service jobs and preventative maintenance for occupied homes, providing timely resolution and outstanding customer service to residents.
• Monitor response times, resident satisfaction, productivity and efficiency across the assigned portfolio.
• Review schedules and approve third-party vendors, pricing, resident chargebacks and invoices for completed work.
• Provide technical support to service technicians to ensure appropriate diagnosis and repairs.
• Complete required training and ensure supervised team members complete training; administer and enforce the service team's technical training program.
• Follow up on service orders, confirm resident satisfaction and resolve concerns about completed work.
• Manage and execute the semi-annual home inspection program to improve resident satisfaction, control unit-turn costs and maximize lease occupancy.
• Conduct property visits for occupancy and lease-compliance checks, posting notices, coordinating utilities and eviction lockouts, among other purposes.
• Follow the company’s national procurement policy and manage fleet resources and fleet stock.
• Oversee vendors and service work to achieve positive resident outcomes, meet company expense targets, control costs, and accurately track and report work.
• Follow company health and safety rules 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 telephone and email about issues, including Housing Quality Standards inspections, as needed.
• As needed, inspect and reinspect Housing Choice Program properties, including Section 8 properties, 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 Housing Choice Program representatives; report deficiencies, determine responsibility for repairs, set completion deadlines, document findings and conduct follow-up inspections.
• Document in writing work needed for units to meet applicable standards and codes.
• Complete paperwork for newly qualified Progress Choice Homes when assigned and perform related program duties.
• Stay informed about local HUD program rules and changes and support compliance 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, with guidance from the central Housing Choice and Rental Regulations department.
• Manage vendor relationships, onboard vendors and negotiate pricing; manage larger projects outside subordinates’ scope and oversee subordinate-assigned fleet vehicles and inventory.
• Perform other duties as assigned in the company's best interests and champion Progress Residential’s Core Values.

Benefits

• Performance-based bonuses.
• Medical, dental and vision coverage.
• Parental leave.
• 401(k) with company match.
• Paid time off based on tenure.
• 13 paid holidays and one floating holiday.
• Quarterly summits, town hall meetings and continuous training for 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