Service Operations Specialist

Focus PM LLC; Kaukauna (WI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid Time Off

Company Events

Professional development and coaching

Job summary

Focus Property Management is seeking a Customer Service Specialist (Service Operations) in Kaukauna, WI. You will serve as the operational hub of our maintenance department, coordinating service requests, dispatching technicians, and ensuring timely, high-quality repairs while acting as the primary liaison between residents and the field team.

Responsibilities include managing work orders in AppFolio, providing proactive updates, and maintaining excellent resident communication.

Qualifications

• Experience coordinating service technicians, maintenance operations, or dispatching.
• Ability to manage multiple work orders simultaneously.
• Strong scheduling, prioritization, and time management skills.
• Experience handling customer service concerns professionally.
• Accurate data entry and systems management experience.
• Proficiency in Microsoft Office and Google Workspace.
• Ability to thrive in a fast-paced, deadline-driven environment.

Responsibilities

• Receive, triage, and prioritize incoming maintenance requests
• Dispatch work orders based on urgency, technician skillset, and geographic location
• Monitor work orders from submission through completion
• Provide technicians with clear scopes of work and necessary documentation
• Maintain daily communication with field technicians
• Track service KPIs including completion times and resident satisfaction
• Identify and resolve scheduling conflicts and workflow bottlenecks
• Serve as the primary point of contact for maintenance-related inquiries
• Provide proactive updates on work order status and timelines
• Professionally de-escalate resident concerns
• Ensure high-quality, service-focused interactions
• Accurately document all communication in AppFolio
• Manage and maintain work orders within AppFolio
• Ensure accurate documentation, billing, and work order closure
• Assist with vendor coordination as needed

Skills

Service coordination

Scheduling

Customer service

Data entry

Microsoft Office

Google Workspace

Tools

AppFolio

Google Workspace

Microsoft Office

Job description

Focus Property Management is seeking a Customer Service Specialist (Service Operations) in Kaukauna, WI. You will serve as the operational hub of our maintenance department, coordinating service requests, dispatching technicians, and ensuring timely, high-quality repairs while acting as the primary liaison between residents and the field team.

Responsibilities include managing work orders in AppFolio, providing proactive updates, and maintaining excellent resident communication.