Service Manager II

Service Manager I

Cove Property Management is dedicated to providing top level customer service while managing income-producing properties, enhancing operating performance, and increasing value for investors through dedicated property management.

The Service Manager I is entrusted with a range of responsibilities, including attending to repair requests, conducting preventative maintenance, preparing residences for occupancy, scheduling with vendors and ensuring satisfactory completion of work, managing property services, implementing capital upgrades, and playing a pivotal role in team development and training. A strong emphasis is placed on problem-solving and delivering outstanding customer service. All federal, state, and local regulations are expected to be followed accordingly.

Key Responsibilities

Policy Adherence:

• Complies with organizational guidelines and procedures, demonstrating ethical, tactful behavior, and integrity.
• Takes ownership and accountability for decisions, actions and consequences.
• Uses, maintains, and stores work material safely, responsibly and properly.
• Observes and enforces company values, goals, and the Cove vision statement to KNOW IT, OWN IT and SHOW IT.

Communication:

• Communicates clearly, directly, and honestly through written and verbal communication.
• Collaborate effectively with team members.
• Provides professional and courteous customer service to all customers, residents, prospects, vendors, and team members consistently.
• Follows verbal and written instructions from supervisors.
• Clearly communicates with supervisor when supply stock is low.

Service Execution:

• Demonstrates appropriate job knowledge by identifying and responding to problems effectively and accurately.
• Prioritizes work orders appropriately and produces work that is comprehensive in scope, complete in detail, and closed out timely.
• Responds efficiently to service requests, such as but not limited to clogged drains and toilet repairs, outlet and light fixture replacement, blind replacements, installation of new appliances, door hardware replacement, drywall repairs, painting and more.
• Performs various maintenance skills including, but not limited to HVAC, electrical, plumbing, carpentry repairs, appliance repairs, painting, apartment turnover assistance, and general upkeep.
• Maintains accurate records for purchases, evaluates pricing from vendors to achieve best costs, and timely ordering of required purchases.
• Manages and maintains common area mechanical systems, including multi-unit hot water heaters, boilers, and HVAC systems.
• Ensures proper care of building systems, including but not limited to elevators, sprinklers, alarm systems, and door entry systems.
• Identifies, anticipates, initiates, and develops sound, timely and practical solutions to daily challenges and unique conflicts.
• Sets priorities, meets established deadlines, and effectively uses work time to achieve goals and objectives consistently.
• Regularly walk move-outs to determine maintenance needs, including but not limited to pre-move out inspections, effectively schedules vendors, walks all move-ins prior to resident occupancy to ensure high-quality presentation.
• Schedules, monitors, and performs maintenance and apartment turns. If applicable, inspects swimming pool, common areas and amenities for condition. Regularly reviewed required life/ style needs at property.
• Assists in recruitment efforts, identifying potential technician candidates, conducting interviews, and hiring maintenance personnel.
• Directs daily activities of maintenance team, including but not limited to preparing work schedules, assigning tasks, monitoring work progress, and reviewing and appraising all work done by maintenance members.
• Provides hands on training to all service technicians, and assists in identifying outside training opportunities
• Identifies qualified vendors, effectively evaluates scope of work and pricing, reviews work performed for high-quality results. Reviews budget line items and compares to actual expenditures.
• Maintains shop cleanliness and ensures the shop is stocked with the necessary materials to complete common work order request and maintenance needs.
• Performs on-call duties as required.
• Responds promptly to work order requests.
• Performs inclement weather duties as required.

Professional Qualifications and Training

Professional Development: Must complete upon hire: Fair Housing, Preventing Harassment, and other Core Courses as assigned.

Preferred Qualifications

• High school diploma or equivalent.
• Knowledge of OSHA safety rules and regulation.
• HVAC certification and CAMT.
• Ability to demonstrate HVAC, plumbing, electrical, appliance repair, carpentry, landscaping, and pool operation skills.
• Availability for on-call emergency response outside of standard hours.
• Valid driver's license, an insured vehicle, and the ability to travel between properties and pick up supplies.
• Experience supervising a team, including training, coaching and mentoring.
• Clear and effective communication skills, both verbal and written communication.
• Excellent customer service skills.
• Ability to present a positive, professional image.
• Yardi software experience is a plus.

Physical Requirements

• The role requires physical agility for property movement, lifting of up to 50lbs, and the ability to engage in various physical activities necessary for maintenance tasks, which includes but are not limited to steps, stairs, climbing, maneuvering around the grounds, sitting, squatting, and bending.