Service Manager

Progress Residential PM Holdings, LLC; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Progress Residential PM Holdings, LLC in Charlotte, NC is seeking a Service Manager to lead the management of open service jobs and preventative maintenance for occupied single-family rental homes. The role provides leadership over an assigned area and team responsible for residents who occupy them.

Service Manager duties include ensuring timely response, high resident satisfaction, and effective coordination with vendors; training and compliance are also key requirements for the service team.

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

Job description

Your career has a home here. Ready to make an impact with a dynamic, forward-thinking company? As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents - and an empowering, people-first culture for our team members. That's why, for two years in a row, our employees have voted Progress a certified Great Place to Work. Why join Progress? As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We're looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

Position Summary

The Service Manager is a member of the Property Management team and is primarily responsible for effective and efficient management of all open service jobs and preventative maintenance for our occupied homes. This position provides leadership and daily management over an assigned area and team responsible for single-family rental homes and the residents who occupy them.

Service Manager jobs may be all encompassing (internal execution, execution with vendors, execution specific to Housing Choice Program requirements) or be assigned to one of the 3 areas cited as a primary area of focus.

Essential Functions

• 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 the purposes