Customer Service Representative - Work Order Coordinator

Summary:

The Customer Service Representative – Work Order Coordinator is responsible for ensuring that requested repairs from Tenants and Owners are addressed and completed in a timely manner. 

 Essential Functions:

• Responds to and orders repairs for all requests received via phone, email, walk-ins and tenant portal.
• Creates and manages work orders from annual inspections.
• Orders repairs as required and/or reported on annual property inspection reports.
• Works with vendors to secure the best services and rates for owners.
• Maintains work areas and office in clean and orderly manner. 
• Coordinates repair schedules with residents, owners, and vendors.
• Maintains work order workflow including initiating, follow up and closing of work orders in the property management software system.
• Prepares daily/weekly/monthly reports as required.
• Audits processes to ensure compliance with standardize procedures.
• Serves as liaison between the company, owners, and residents. 
• Ensures that properties are a pleasant living environment for all tenants.
• Complies with all applicable state, federal, and local laws related to the responsibilities of the position, including landlord-tenant laws.
• Answer any and all incoming calls as required for the office.
• Answer the after-hours emergency phone on a rotating basis.
• Regular attendance.
• Overtime as required.
• Other duties as assigned.

Other Functions:

• Performs related duties consistent with the scope and intent of the position.

Mental and Physical Demands:

• Experiences frequent interruptions; required to meet inflexible deadlines; requires concentration and attention to detail; requires a high level of organizational and prioritization skills; may occasionally deal with distraught or difficult individuals.
• Required to sit for prolonged periods; exposed to visual display terminal for prolonged periods; dexterity and precision required in the operation of a computer.
• Ability to lift up to 50 pounds.
• Ability to establish and maintain customer-oriented focus with callers, guests, clients, supervisor and co-workers.
• Ability to walk, kneel, climb, stand, stoop, crouch, and reach when performing light maintenance and office activities.

Supervisory Responsibilities:

• This position does not have any supervisorial responsibilities.

Core Competencies/Qualifications:

• Commitment to the company’s mission. 
• High school diploma or GED. Additional education and/or training is preferred.
• Knowledge and or experience of building and grounds maintenance is a plus
• Education, training, skills, and experience necessary to carry out assignments. 
• Ability to read, write, speak and communicate effectively. Demonstrated skill in correct grammar, spelling, and English usage. 
• Demonstrated computer skills with proficiency in Word and Outlook.
• Ability to establish and maintain effective relationships with clients, co-workers, administrative team, and the public.
• Self-motivated, punctual, detail oriented, and able to work independently.
• Must have excellent organizational and interpersonal skills. 

Preferred Qualifications:

• Two (2) or more years’ experience in the property management field.
• Knowledge of multi-family dwelling rentals and larger complex management.