Service Manager

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The Service Manager is a member of the Property Management team and is primarily responsible for effective and efficient management of all open service jobs and preventative maintenance for our occupied homes. This position provides leadership and daily management over an assigned area and team responsible for single-family rental homes and the residents who occupy them. Service Manager jobs may be all encompassing (internal execution, execution with vendors, execution specific to Housing Choice Program requirements) or be assigned to one of the 3 areas cited as a primary area of focus.

• Demonstrate a working knowledge of lease documents and resident rules and regulations
• Manage Service jobs to provide outstanding customer service and timely resolution to resident requests on occupied homes
• Monitor and manage response times, resident satisfaction and the overall productivity and efficiency within their portfolio
• Review schedules and approve third party vendors, vendor pricing, resident charge backs and invoices for completed work
• Provides technical support to service technicians to ensure proper diagnosis and repair of all service jobs
• Ensure that all required training is completed in a timely manner for self and all team members supervised, while administering and ensuring compliance with technical training program for the service team
• Follow-up on service orders to ensure resident satisfaction with the work completed and works to resolve issues with dissatisfied customers
• Manage and execute semi-annual home inspection program to improve resident satisfaction, control unit turn costs and maximize average length of lease occupancy
• Conduct other property visits for the purposes of occupancy and lease compliance checks, posting notices, coordinating utilities, eviction lockouts, etc.
• Comply with the Company’s national procurement policy and program, while managing fleet and fleet stock accordingly
• Oversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets, while controlling costs by overseeing maintenance and service jobs, accurately track and report work
• Comply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state, and federal health and safety laws
• Coordinate activities to maximize the efficiency of all processes
• Ensure that workplace safety standards and practices are always upheld
• Performance management of personnel including, reviews, career advancement path, corrective action, mentoring and performance improvement plans
• Communicate effectively with Service Director and Portfolio Operations Director as well as with tenants, owners, and agencies via telephone and email regarding any issues that arise relating to HQS inspections, as needed
• As needed, initially inspect, and reinspect Housing Choice Program properties (example-Section
  8) annually for compliance with all applicable regulations and policies, including those of Housing and Urban Development (HUD) and the city’s Housing Quality Standards (HQS) local building codes and zoning ordinances. Conduct in person inspections/communicate with Housing Choice Program governmental representatives.
• Properly reports…