service Manager 1

BH Management Services, LLC•Louisville, KY

About The Position

The Service Manager is a member of the Property Management team, responsible for effectively managing open service jobs and preventive maintenance for occupied homes. The position provides leadership and daily management for an assigned area and team serving single-family rental homes and their residents. The role may cover internal work, vendor-executed work, Housing Choice Program requirements, or a designated primary focus area. The Service Manager oversees service requests, preventative maintenance, vendor performance, costs, inspections, and resident satisfaction. The role also supports and develops service personnel, ensures compliance with company policies and applicable health and safety requirements, and may conduct inspections and related administrative work 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.
Ability to work flexible hours, including some weekends and evenings, and provide support for 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 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 across various 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 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 to provide excellent customer service and timely resolution of requests for occupied homes.
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 service jobs are properly diagnosed and repaired.
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.
Manage and execute the semiannual 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.
Follow the company’s national procurement policy and program, and manage fleet and fleet stock.
Oversee vendors to support quality service outcomes, resident satisfaction, and cost targets; control costs and accurately track and report maintenance and service 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 by telephone and email with the Service Director, Portfolio Operations Director, tenants, owners, and agencies about issues related to Housing Quality Standards inspections as needed.
As 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 verify timely completion.
Document in writing the work required for units to meet applicable standards and codes.
Complete assigned paperwork for newly qualified Progress Choice Homes and other duties related to these programs.
Stay informed about local HUD program rules and changes and coordinate compliance with the centralized Housing Choices and Rental Regulations department.
Develop and maintain relationships with local market team members and Housing Authorities in the assigned region, guided by 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.