Lead Service Manager - Residential Property Care

Progress Residential LP; Raleigh (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Generous PTO

Learning & development

Culture & recognition

Job summary

Progress Residential in Raleigh, NC is seeking a Service Manager to lead the management of open service jobs and preventative maintenance for occupied homes. You will oversee a regional team, coordinate with vendors, and ensure timely, high-quality work that keeps residents satisfied.

This role emphasizes strong leadership, effective communication with residents and internal teams, and adherence to safety standards and housing regulations.

Qualifications

• 5 or more years of experience managing service, operations and maintenance in multi-family, single family, military housing or equivalent
• High School Diploma or equivalent required
• EPA certified to handle refrigerants
• Valid Driver's License required
• Available to work flexible hours which may include some weekends and evenings
• Ability to review and understand cost estimates and scopes of work and in tune with current labor rates in given MSA
• Effective communication skills, ability to work with General and Sub-Contractors on scope, price and schedule
• Ability to manage multiple contractors/crews at various locations within a given geographic area
• Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homes
• Understanding of general IBC building codes and rental property health and safety regulations
• Strong customer service skills and must be able to address customer’s concerns professionally
• Strong skills with MS office products including Excel
• Ability to manage remote administrative assistance
• SalesForce and/or Yardi experience strongly preferred
• Proven record of working independently and with minor supervision
• Ability to work in a fast-paced team environment
• Manage vendor relations, on-board new vendors, and negotiate pricing
• Manage larger project outside scope of subordinates
• Manage subordinate assigned fleet vehicles and inventory

Responsibilities

• Demonstrate a working knowledge of lease documents and resident rules and regulations
• Manage Service jobs to provide outstanding customer service and timely resolution to resident requests on occupied homes
• Monitor and manages response times, resident satisfaction and the overall productivity and efficiency within their portfolio
• Review schedules and approves third party vendors, vendor pricing, resident charge backs and invoices for completed work
• Provides technical support to service technicians to ensure proper diagnosis and repair of all service jobs
• Ensure that all required training is completed in a timely manner for self and all team members supervised, while administering and ensuring compliance with technical training program for the service team
• Follow‑up on service orders to ensure resident satisfaction with the work completed and works to resolve issues with dissatisfied customers
• Manage and execute semi‑annual home inspection program to improve resident satisfaction, control unit turn costs and maximize average length of lease occupancy
• Conduct other property visits for occupancy and lease compliance checks, posting notices, coordinating utilities, eviction lockouts, etc.

Job description

Progress Residential in Raleigh, NC is seeking a Service Manager to lead the management of open service jobs and preventative maintenance for occupied homes. You will oversee a regional team, coordinate with vendors, and ensure timely, high-quality work that keeps residents satisfied.

This role emphasizes strong leadership, effective communication with residents and internal teams, and adherence to safety standards and housing regulations.