Key Responsibilities
● Answer incoming emergency maintenance calls from tenants
● Assess and triage maintenance issues (determine urgency and next steps)
● Contact and dispatch third-party emergency maintenance vendors
● Clearly communicate issue details to vendors
● Confirm vendor dispatch and estimated arrival times
● Follow up with tenants to confirm technician arrival
● Track job progress and confirm completion
● Conduct post-service follow-ups with tenants (gather feedback)
● Document all interactions and updates in system
Requirements
● Strong spoken English
● Excellent phone communication and customer service skills
● Ability to remain calm under pressure and handle difficult tenants
● Strong problem-solving and decision-making skills
● Ability to work independently during overnight hours
Preferred Qualifications
● Experience with property management workflows
● Bilingual (English/Spanish) highly preferred
● Familiarity with tools like:
○ Call handling systems (e.g., Vonage)
○ CRM or ticketing systems
● Experience in property management, maintenance coordination, or call handling
preferred
Success Metrics
● Fast response and resolution times
● Tenant satisfaction
● Accurate communication with vendors
● Proper documentation of all cases