Service Manager Jobs

About The Position

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.