Service Manager

Progress Residential • Phoenix, AZ

13d

About The Position

The Service Manager is part of the Property Management team and leads the efficient management of open service jobs and preventive maintenance for occupied single-family rental homes. The role provides daily leadership for an assigned area and team, with responsibilities that may cover internal work, vendor-executed work, Housing Choice Program requirements, or a designated focus among those areas.

The Service Manager coordinates residents’ service requests, maintenance and inspections; oversees technicians, vendors, costs, fleet and inventory; and supports compliance with company policies and applicable health, safety, housing, and building requirements. When assigned Housing Choice Program duties, the manager conducts and documents inspections, coordinates repairs and follow-up, and works with local Housing Authorities and governmental representatives in conjunction with the company’s centralized Housing Choice and Rental Regulations department. The manager also supervises and develops personnel and performs other duties as assigned.

Requirements

• At least 5 years of experience managing service, operations, and maintenance in multifamily housing, single-family housing, military housing, or equivalent.
• 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 applicable 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 multiple locations across 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.
• 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 for occupied homes to provide outstanding customer service and timely resolution of resident requests.
• Monitor response times, resident satisfaction, and portfolio productivity and efficiency.
• Review schedules and approve third-party vendors, vendor pricing, resident chargebacks, and invoices for completed work.
• Provide technical support to service technicians to ensure proper 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 service team’s technical training program.
• Follow up on service orders to confirm resident satisfaction and resolve issues with dissatisfied customers.
• Manage and execute the semi-annual home inspection program to improve resident satisfaction, control unit-turn costs, and maximize average lease occupancy.
• 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 achieve good service outcomes and resident satisfaction while keeping expenses within company targets; oversee and track maintenance work and report it accurately.
• 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 by telephone and email with the Service Director, Portfolio Operations Director, tenants, owners, and agencies regarding issues involving Housing Quality Standards inspections, as needed.
• When needed, conduct initial and follow-up annual inspections of Housing Choice Program properties for compliance with applicable regulations and policies, including 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 confirm repairs are completed by the deadline.
• Document in writing the work needed for units to meet applicable standards and codes.
• When assigned, complete paperwork for newly qualified Progress Choice Homes and perform related program duties.
• Stay knowledgeable about local HUD program rules and changes to ensure compliance in conjunction with the centralized Housing Choice 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 assigned duties 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 subordinate employees.
• Manage assigned subordinate fleet vehicles and inventory.

Benefits

• Performance-based bonuses.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Parental leave.
• 401(k) with company match.
• Paid time off based on tenure.
• 13 paid holidays and 1 floating holiday.
• Quarterly summits, town hall meetings, and continuous training to support professional growth.

What This Job Offers

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