Service Manager - Responsible for managing the lifecycle of the resident move in / out process of a multi-family residential community. This role includes heavy customer service interaction, ability to effectively schedule maintenance work, including the work of vendors and contractors and ensuring all service requests and work orders are completed in a timely manner. This role includes supervising and training other staff members. This role requires the ability to work efficiently as well as being able to effectively communicate and deliver on our mission of providing exemplary service according to Lincoln Military Housing’s quality service and customer satisfaction standards.
• Responsible for scheduling and conducting home inspections as it relates to the move in/out process, including pre- move in, move out, and final inspections.• Responsible for the ordering and scheduling of vendor services.• Coordinates maintenance staff and vendor schedules to align with move in deadlines.• Maintains and monitors the make-ready boards to ensure work is accurately distributed and meets completion time lines.• Provides residents with any charges related to move out/final inspection results.• Works in conjunction with maintenance team to ensure service requests are assigned and scheduled appropriately and completed in a timely manner.• Trains and supervises other staff members regarding inspections and other service related tasks.• Creates purchase orders for all vendor maintenance services and products (i.e. paint, flooring, etc.).• Generates work orders for make-readies and other maintenance service requests.• Closes out work orders / tickets once work is completed.• Monitors and updates Maintenance Dashboard – reviews all open orders, turns, addresses “red flag” orders open more than 7 days.• Schedules and monitors water intrusion which includes communicating to residents, follow up and 3 day notices.• Responsible for resident follow up to ensure services rendered have been completed according to LMH standards and meet resident’s satisfaction.• Participates in outreach marketing activities (i.e. market surveys, shop competitors) on a regular basis to obtain prospective residents.• Address and follow up on customer service concerns from Satisfacts survey.• Provides constant vendor/contractor communications, including ordering of services, products, scheduling and addressing any concerns.• Promotes positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident satisfaction.• Maintains various reports, systems or logs (Keytrak, pest control, vendor/product logs, etc.).• Performs other general office duties (i.e. phones, filing, special projects and assignments, as needed).• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Payscan, Yardi, and other company-related systems).• Composing and distributing of correspondence / notices (3 day, move out charges, water intrusion, other important resident notices that pertain to maintenance services, etc.).• Participates in property walks / inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community is well maintained according to LMH’s quality standards.• Participates in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.• Complies with all federal, state and local applicable laws, including Fair Housing, OSHA safety regulations, local state and local applicable laws, including Fair Housing, OSHA safety regulations, local applicable laws regarding health, safety or environment, and LMH Standard Operating Procedures and Policies.