The Maintenance Intake Coordinator is an office-based administrative role to support the field operations of a residential single-family real estate investment trust operating in several markets throughout the US. This position is responsible for managing incoming service requests from the residents living in the company’s rental homes. They will work with the residents to understand the nature of the issue. They will guide them through several troubleshooting procedures to resolve the issue prior to dispatch and, if necessary; assign the work to the appropriate resource to satisfy the repairs needed.

RESPONSIBILITIES

• Speak with residents to evaluate maintenance requests and guide them through self-resolution processes


• Triage incoming work orders and identify repair details that will speed up assignment to correct repair resources


• Assign internal maintenance resources to address repair needs


• Maintain records and monitor workflow status daily


• Proactively communicate with resident and field staff for the assignment of work


• Other duties as assigned

REQUIREMENTS

• High school diploma / GED or equivalent


• Prior residential/multifamily maintenance experience preferred


• Prior customer service experience


• Problem-solving experience is a plus


• Proven ability to multi-task


• Knowledge of Propertyware preferred


• Strong technology skills using MS Office tools and client work order management software


• Excellent written and verbal communication abilities in a team environment


• Strong attention to detail


• Strong typing and computer skills


• Ability to work and communicate with people in varying disciplines with different backgrounds

COMPENSATION & BENEFITS SUMMARY

• Competitive compensation based on experience


• Salaried, Non-Exempt status


• PTO (paid time off) and company-paid holidays


• Comprehensive Benefit Package including 401k

ORGANIZATIONAL RELATIONSHIPS

• Reports to: Director of Field Services


• Direct Reports: N/A