Job Summary:
The Operations Support Coordinator is directly responsible for scheduling approved, proactive maintenance work orders through outbound phone calls and emails with various property managers to confirm availability to notify residents of the planned service date, confirm the date and coordinate internal labor to provide the service. The focus is to maximize efficiency, activate or recognize revenue and minimize technician downtime to ensure sure the team is highly efficient.
Role / Responsibilities:
Applies the fundamental concepts, practices, and procedures of submetering and while working under supervision, the position is responsible for working with Clients (property staff) to schedule the service visits to address system-identified, and occasionally customer-identified, issues.Proactive Client communication via phone and email to schedule, coordinate, and confirm all service-related activities that may include rescheduled visits.Reviews and coordinates labor staffing by scheduling internal Field Technicians and/or external Subcontractors for service work to be performed while confirming the necessary equipment is available on-site.Ensure that all internal Field Technicians in the assigned territory are fully scheduled for productive work. Escalate to the Field Team management as appropriate.Updates and reviews notes in MOSS (Project Management Software) to document special requests or directions. As appropriate, communicate to customers or internal customer-facing support associates.Client Communication/Post Visit Follow-up (Unassigned Clients):Complies data containing a review of work performed, ensures work is documented, inventory usage is posted, and provides post-visit reports (PVR)Review and edit notes after the service from Field Technicians and/or Subcontractors to ensure they are sufficiently clear before sending PVR to the Client.Where needed, highlight critical and/or action items to the Client.Addresses with research and follow-up service any concerns identified by PVR.PREFERRED KNOWLEDGE/SKILLS/ABILITIES:
2+ years of professional, office experience.BA/BS required (or additional work experience in lieu of degree)Multifamily industry experience and/or knowledge of plumbing or submetering systems would be a plus.Solid skills with Microsoft Excel (Intermediate), Access, Word, and PowerPoint.Familiar with CRM-type systems (such as Microsoft CRM, Salesforce, or field service software)Strong attention to detail, organizational skills, and analytical / problem-solving skills.A desire to analyze details and develop an easily understood explanation of your results.Ability to provide innovation and improve processes.Excellent written and verbal communication along with customer service skills.Must be self-motivating, hardworking, analytical, and proactive.Willing to work Hybrid and night shift.TO KNOW MORE, please copy this link https://bit.ly/3witY8H and paste it to your browser to direct your application through our Applicant Tracking System.
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