Senior Resident Services Representative - Maintenance

Job Description

Job Description

SUMMARY: As a member of the Resident Services team, the Senior Resident Services Representative serves as the primary administrative and resident support resource for maintenance-related matters across the community. This position coordinates communication between residents, maintenance personnel, contractors, vendors, board members, and other stakeholders to ensure service requests, repairs, projects, and community maintenance activities are managed efficiently and professionally.

The Senior Resident Services Representative is responsible for resolving complex maintenance inquiries, coordinating work order processes, supporting maintenance planning and contractor activities, interpreting established policies and procedures, and ensuring residents remain informed throughout the service process. The position exercises independent judgment, assists with issue resolution and serves as a resource to team members while promoting exceptional customer service, operational effectiveness, and resident satisfaction.

WHAT THE WORK ACTUALLY LOOKS LIKE

Every day brings a mix of resident communication, maintenance coordination, contractor support, work order management, and problem-solving. You'll help residents navigate repair and maintenance concerns, coordinate information between multiple parties, track progress on service requests, and ensure follow-through on issues that impact the community.

Success comes from staying organized, communicating clearly, managing competing priorities, and maintaining a strong customer-service mindset while supporting the operational needs of the Maintenance team. If you enjoy solving problems, coordinating people and processes, and seeing projects through to completion, you'll likely find this role both challenging and rewarding.

WHO THRIVES HERE?

Care Like You Own It

Residents, Board members, and teammates count on us to get things right. You take responsibility for your work, pay attention to details, and follow through on commitments.

Figure It Out

You won't have all the answers on day one—and that's okay. When you encounter something unfamiliar, you're curious, resourceful, and willing to find solutions rather than wait for someone else to provide them.

Bring Good Energy

People remember how they were treated. You bring professionalism, patience, and a positive attitude that helps residents feel supported and teammates feel valued.

Be Someone Others Can Count On

When you say you'll do something, it gets done. You manage your time well, communicate proactively, and take pride in delivering quality work.

Make It Better

We believe every employee can help improve the way we work. You look for opportunities to simplify processes, improve service, and contribute ideas that make a good organization even better.

RESPONSIBILITIES: 

Complex Maintenance Coordination and Issue Resolution

Serve as the primary point of contact for maintenance-related resident concerns requiring advanced coordination, follow-up, and problem-solving. Research issues, gather relevant information, coordinate with maintenance personnel, contractors, vendors, and residents, and facilitate timely resolution of maintenance requests and community service concerns.

Work Order Administration and Service Tracking

Coordinate the intake, documentation, prioritization, and tracking of maintenance work orders. Monitor service requests from initiation through completion, maintain accurate records, communicate status updates to residents, and ensure requests are processed in accordance with established procedures and service standards.

Resident, Contractor, and Vendor Support

Serve as a central communication resource for residents, maintenance personnel, contractors, vendors, board members, and other stakeholders involved in maintenance activities. Provide information, coordinate access and scheduling requirements, facilitate communication among parties, and support the efficient completion of maintenance and repair activities. As part of this support, process assigned resident service and sales transactions and maintain accurate related records in accordance with established procedures.

Maintenance Operations Support

Provide administrative support for maintenance programs, projects, inspections, preventive maintenance activities, and contractor services. Coordinate contractor access, scheduling requirements, required documentation, and compliance with established organizational requirements. Manage proposal and invoice tracking, project coordination, and other operational activities necessary to support effective maintenance service delivery. 

Communication and Problem Resolution

Manage resident communications related to maintenance projects, service interruptions, repairs, inspections, and contractor activities. Respond to concerns professionally, provide clear and timely updates, identify potential issues before they escalate, and facilitate solutions that support positive resident experiences.

Process Improvement and Team Support

Support the continuous improvement of maintenance-related workflows, service processes, and communication practices. Assist with training, knowledge sharing, documentation standards, and process consistency while identifying opportunities to improve efficiency, resident satisfaction, and operational effectiveness.

Qualifications and Competencies

• High school diploma or equivalent required.
• Three years of customer service, administrative support, facilities coordination, maintenance administration, property management, HOA management, construction administration, or related experience is preferred.
• Demonstrated professionalism, maturity and sound judgement when handling complex situations, sensitive matters, confidential information and resident concerns. 
• Exceptional interpersonal and communication skills, with the ability to build positive relationships and collaborate effectively with resident, vendors, contractors, board members and internal departments. 
• Strong conflict resolution and customer service sills with the ability to de-escalate concerns, manage difficult conversations and achieve positive outcomes while maintaining professionalism. 
• Demonstrated ability to work independently, exercise initiative and make informed decisions within established policies, procedures and authority levels.  
• Strong problem-solving and analytical skills, including the ability to investigate issues, evaluate information, identify solutions and facilitate timely resolution. 
• Proven ability to manage and coordinate complex workflows, monitor project progress, identify obstacles and ensure tasks are completed accurately and efficiently. 
• Strong written communication skills with the ability to prepare professional correspondence, reports, documentation and resident communications. 
• Ability to explain technical, operational and maintenance related information in a clear, concise and understandable manner to diverse audiences. 
• Proficiency with work order management systems, office software, and electronic record-keeping systems preferred.
• Ability to identify recurring issues, trends, and opportunities for process improvement.
• Knowledge of building systems, maintenance operations, construction processes, or facilities management principles is preferred.

Our community, located near Old Town Scottsdale offers its 848 resident owners a resort style, comfortably private living environment, though it is just minutes from one of the most unique shopping, dining, and entertainment experiences in the Western United States. We offer professional growth opportunities and a comprehensive benefits package. Our goal is to create extraordinary resident and guest experiences through personalized service, consistency, and uncompromising attention to detail.

Company Description

Our community, located near Old Town Scottsdale offers its 848 resident owners a resort style, comfortably private living environment, though it is just minutes from one of the most unique shopping, dining, and entertainment experiences in the Western United States. We offer professional growth opportunities and a comprehensive benefits package. Our goal is to create extraordinary resident and guest experiences through personalized service, consistency, and uncompromising attention to detail.