Maintenance Coordinator

Progress Residential® is a leading property manager of single-family rental homes nationwide, and we are looking for a Maintenance Coordinator to join our team.

As a Maintenance Coordinator, you will be responsible for timely and accurate customer service inquiries via phone and email, as well as scheduling and managing service requests. You will work closely with vendors, technicians, and residents to ensure high-quality, on-time service that meets organizational goals and key performance indicators. This position reports directly to the Market Service Manager.

• Schedule service jobs to provide timely resolution and outstanding customer service to resident requests on occupied homes.
• Interact with vendors to assign, follow up, and ensure completion of service requests; hold vendors accountable for timely and accurate work; communicate frequently with key vendors.
• Receive requests for work orders from residents via phone or web and directly manage and schedule all necessary work orders in the service request system.
• Answer phone inquiries from customers, providing quality and accurate responses while managing and resolving customer complaints.
• Respond to incoming emails using standard methodologies.
• Research required information using multiple systems and resources.
• Manage and schedule work orders for HOA violations and confirm resident chargebacks as required.
• Routinely communicate with technicians and vendors to ensure work orders are completed in a timely fashion with high quality.
• Assist technicians by researching needed parts and following up with residents to verify when parts arrive.
• Analyze and think critically about incoming inquiries to help develop future processes and structures to streamline and grow customer service processes and models.
• Route calls, emails, and tickets to appropriate individuals and groups as needed.
• Accurately complete and document information in the system and ticket to ensure inquiry is captured correctly.
• Confirm resident chargebacks and identify resident responsible items.
• Identify and escalates priority issues when necessary.
• Proactively identify root causes of issues and make recommendations for process improvements and future state.
• Assist residents with remote resolution and diagnosis for better description accuracy.
• Contact residents using multiple methods of communication to gather information to schedule service requests, as well as to follow up and close them out.

• Multifamily, SFR, Military Housing maintenance experience a plus.
• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• 2-3 years property management experience is a plus.
• Familiar with reviewing maintenance metrics (i.e., reporting and dashboards).
• Experience responding to customer emails.
• General to strong maintenance acumen.
• Experience working with Salesforce and Customer Relationship Management Systems (CRM).
• Familiar/strong with using MS Office, Outlook, and Internet applications.
• Bilingual Spanish is a plus.
• Superb accuracy and attention to detail.
• Strong problem‑solving skills as well as a sense of urgency around significant customer issues.
• Ability to prioritize and multi‑task in a fast‑paced environment.
• Adaptable to feedback and requested changes.
• Excellent interpersonal skills, genuinely friendly and approachable.
• Strong customer service skills.

• Competitive Compensation – Including performance‑based bonuses that reward your contributions.
• Comprehensive Benefits Package – Medical, dental, vision, parental leave, 401(k) with company match and more.
• Generous Time Off – Enjoy PTO based on tenure, 10 paid holidays and 1 floating holiday.
• Ongoing Learning and Development – Quarterly summits, town hall meetings and continuous training to support your professional growth.
• A culture that celebrates you – We believe in collaboration, recognition and having fun while doing important work.

Location:

Winter Park, FL
Salary: $60,320.00–$64,480.00 (full‑time)

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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