Service Manager III, Multi-Site

Description About Prime: Prime Residential is a leading multifamily owner and operator headquartered in San Francisco, with a portfolio of more than 21,000 apartment homes across the West Coast. For more than three decades, we've been committed to caring for communities where residents love to live - pairing well-maintained homes with exceptional service and sought-after locations. We’re proud to maintain a richly diverse and inclusive culture where our team members feels welcomed, valued, and set up to do their best work. Property Details: The Bridge and Reserve at Walnut Creek has 251 units and is located in Walnut Creek, CA Schedule: Monday through Friday 9:00 am to 6:00 pm Target Pay: $39.98 per hour + eligible for 20% annual discretionary bonus Role Overview: The Service Manager, Multisite is principally responsible for leading a vital operational function —the maintenance function at more than one community. The maintenance function at more than one community is comprised of, but not limited to, curb appeal, overall community cleanliness, make readies, service requests, and ongoing and preventative maintenance of building and mechanical components necessary to provide our residents with essential services and enjoyment of our communities. As a Service Manager, Multisite, you are a critical lifeline for the services that we provide to our residents daily. You are integral in keeping all the “working parts” of a community functioning to ensure there are no disruptions to the day-to-day operations of our communities, and the lives of our customers and their enjoyment of the communities and their homes. You are a community ambassador who perfectly exemplifies our company values in how you treat our residents, prospects, team members, and third-party vendors. A Service Manager, Multisite’s skill and leadership toolkit requires a broad range of aptitudes to strategically and effectively lead a diverse team that is a critical extension of the Service Manager, Multisite, the rest of the community management team, and the values of the organization. Who You Are: High aptitude and sound technical proficiency with various building mechanical components including fire and life safety as it relates to residential property maintenance. A leader with a hands-on and advisory disposition. Someone who has an exceptionally high bar set when it comes to standards of excellence and quality. A true driver of maintenance standards, with an intense desire to always coach and mentor team members. A diligent, determined, and punctual professional looking to grow your career at a best-in-class organization. A passionate team player who sees customer service as essential to building relationships and supporting a business. A professional who can work independently and collaboratively in ambiguous or fast changing situations and environments. A self-starter requiring little direction and one who takes initiative to accomplish routine, day to day tasks as well as any larger projects—seeing to it that all are completed timely and with quality workmanship. Have an unrelenting desire to solve problems. Possess an intense pride of ownership in your work, never cutting corners or compromising. Self-driven and not needing a lot of supervision or direction to organize and get the right team members involved to shepherd day to day tasks towards successful completion. Able to logically process risk associated with decisions within the maintenance function to help limit incidents of loss when possible. You are proficient in responding courteously to questions and requests and stay calm when addressing and resolving customer problems. Knowledgeable of painting standards and best practices. A strong attention to aesthetic details and cleanliness. Role Responsibilities: Personnel Management Leads and oversees all duties and performance of service team. Conduct daily meetings relative to the priorities for each service team member for each workday. Provide ongoing feedback to service team members through coaching and mentoring, and willing and able to hold each team member accountable for individual and collective performance standards. Identifies areas for improvement and offers suggestions to improve efficiency and productivity. Partners with Community Director (CD) to regularly communicate personnel performance, schedules, and day-to-day operations. Oversees and performs the management and completion of all service requests. Performs the scheduling and completion of the “make-ready” process to prepare vacant apartments for eventual occupancy per company standard on timeliness of completion. Responsible for organizing and helping to lead regularly occurring stand-up training sessions with our Maintenance Training Manager. General Responsibilities Assists in conducting routine and periodic property inspections to identify safety and risk management concerns, keep the property in good repair, and communicate concerns about the physical needs of the property to Community Director and/or corporate leadership. Inspects vacated apartments, assess move-out charges and complete make-ready checklist. Inform Community Director of needed services and repairs. Routinely perform duties to restore apartments to "market ready" status. Re-inspect vacant apartments after make-ready operations have been completed to determine quality of work performed. Oversees and ensures that physical appearance of grounds, common areas, and amenities are kept neat, clean, and aesthetically appealing. Maintains accurate records regarding preventative maintenance, service requests, purchases, make-ready status, and pending projects. Maintain vigilance over physical property condition and correct or report unsafe situations (i.e., broken gates leading to pools, loose or broken steps, loose or broken handrails, open holes in building exteriors, severe cracking in walkways and in parking lots, unusual discoloration at building exteriors and/or interiors, broken/burned out exterior lights). Oversees and addresses emergency situations (floods/fire/back-ups) in a timely and cost-efficient manner. Coordinates as required per company policies with Legal and Risk Management, Construction and Asset Management teams, and third party vendors when necessary to resolve emergency situations. Diagnose and perform minor and routine maintenance repairs involving the following but not limited to: Appliances, building exteriors, doors and locks, electrical and lighting, flooring, grounds and landscaping (including minor irrigation), heating and cooling (where allowed by law with adherence to certification requirements), inspection and make-ready, plumbing and bath, pool (where allowed by law) and recreational, safety equipment, and preventative maintenance. Inspects work performed by contractors, vendors, and other service providers to verify the work, materials and services meet quality standards, scope, and specifications as required. Provides oversight and guidance to painting associates/crew. Ensures painting crew is working safely, following guidelines, utilizing proper protective equipment, and complying with OSHA regulations. Reports all unsafe acts and/or equipment to Regional Service Manager. Completes final punch list in accordance with company policy, obtains required approval, and reports on proper completion of job. Inventory and Budget Management Ensures that tools for new hires are ordered in a timely manner and on site prior to or on the day of a new hires start date. Uses good judgement and Prime Residential’s standards to determine when and whether to repair or replace parts. Maintain adequate inventory of spare parts and maintenance materials to handle most common repairs and situations. Schedule and assist with performing routine preventative maintenance on all appropriate equipment on a regular basis. Maintains excellent condition of tools, maintenance shop, golf carts, and other inventory. Report all major repairs to the Community Director and Regional Service Manager prior to any expenditure of funds. Generate, send, and adjust all purchase orders and requisitions for materials, supplies, and equipment within approved budget. Assess availability of existing materials and provide availability estimates while taking into consideration delivery schedule and other known variables. Work with vendors, contractors, and suppliers in resolving any issues. Produce and provide monthly accrual and reclassification reports to our Accounting Department. Load and unload maintenance supplies and materials onto warehouse shelves. Locate and deliver maintenance supplies and materials to service and Prime staff. Move items to storage for all Prime office. Work on the assembly of furniture, appliances, and cabinetry. Support in the setup and breakdown of property-related events. Assist with monthly fire and safety inspections. Assist the office staff in providing invoices for move-out charges. Customer Service and Inspections Regularly walk apartment homes to ensure units are in acceptable and above standard condition prior to, during, and after occupancy when an apartment home has been made ready for re-occupancy. Respond knowledgeably to residents with a sense of calmness, professionalism, and confidence. Exercise positive customer service skills in communicating with all associates, residents, and prospective residents. Use optimal time management skills and adhere to a schedule of work. Perform basic maintenance tasks to ensure vacant units meet Prime Residential’s standards of excellence. Present ideas for improving processes. Perform routine fire, and life/safety inspections throughout the community. Conduct annual unit by unit inspections. Work side-by-side with the Leasing and Customer Experience teams on various projects. General Administration and Facilities Stay current and knowledgeable in Occupational Safety and Health Administration (OSHA) regulations, and federal, state, and local safety laws to ensure the organization complies with all safety regulations and ordinances. Keep abreast of any changes to laws and regulations that impact the organization. Photograph and memorialize any noteworthy areas throughout the community on a routine basis. Report and track any repairs or corrections needed throughout the property. Communicate on a regular basis with manager and other property stakeholders. Ensure Safety Data Sheets (SDS) are current and accessible. Lead and participate in safety inspections and walk-throughs. Participate and help with fire drills and emergency response safety drills. Participate in risk management sessions to mitigate property claims and hazards. Manage and track multiple projects simultaneously, specifically tower elevator operations and maintenance, elevator usage, maintenance of alarms and power doors. Follow all safety standards, company policies, and ensure compliance with building and safety codes in reference to OSHA, Fair Housing, and various other local regulations. Maintain confidentiality of company, employee, vendor, and resident information. Support efforts to build and maintain a customer-focused culture of respect, responsiveness, and efficiency that includes every team member and on-site vendor, developing Prime Residential’s reputation as a housing provider of choice in the local market. Embrace and build a team culture focusing on diversity, equity, inclusion, and belonging. Present ideas to manager for improving safety and community operations. Maintaining Operational Standards of Excellence Prepare and update reports, work orders and trackers. Attend all required and recommended training and ensure compliance of all training requirements posted in Prime’s internal learning management system. Ensure files and completed paperwork are organized neatly per company standards. Understand and adhere to all federal, state, and local laws pertaining to employment, Fair Housing, and landlord/tenant laws, as well as company policies regarding general operations and employee actions and behaviors. Physically inspect community while on grounds, pick up litter, enter work orders, and report any risks or service needs to your direct line supervisor. Any other tasks as deemed necessary by your direct line supervisor. Safety Standards Be knowledgeable and fluid in current Occupational Safety and Health Administration (OSHA) regulations, and federal, state, and local safety laws to ensure the organization complies with all safety regulations and ordinances. Assist in planning and leading safety meetings and ensure that Safety Data Sheets (SDS) are current and available to staff. Maintain proper work area conditions per company policies and procedures.??? Track and ensure compliance with local, state, and federal environment, health, and safety regulations Leads by example in utilizing appropriate protective equipment and safety devices.? Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and read property layout maps. Collaborate with Risk Management and Human Resources to mitigate property claims and hazards, and workers compensation claims. Respond, manage, and facilitate any emergencies that take place. Work with various environmental companies to ensure that the presence of asbestos, lead based paint, and other environmental products is managed appropriately in accordance with compliance standards. Manage, direct, and coordinate with any emergency response companies to ensure that they are responding to a situation with a sense of urgency and are upholding compliance and Prime Residential standards. Work with various departments within Prime Residential and 3rd party vendors to project manage the remediation, restoration, and evidence collection is handled properly and swiftly with all parties involved Prepare and track attendance of safety training and other property specific training modules. Meet and communicate with outside vendors, police, fire, and other civil departments to ensure safety of the assigned community. If applicable, lead fire drills, emergency response safety drills, and the teams that are trained in emergency preparedness. Provide input to key stake holders on assigned community’s safety needs and required programs Perform ergonomic studies as/when needed. Follow all safety standards and Company policies and procedures; and ensure compliance with applicable building and safety codes to include OSHA, Fair Housing, etc. Act as the person most knowledgeable for other Prime Residential communities, regional managers, and key stakeholders. Know and adhere to all Federal, state, and local laws pertaining to employment, fair housing and landlord/tenant, as well as all policies and procedures contained in Prime Residential manuals or as otherwise communicated (verbally or in writing) to service team members.? Requirements Exceptional leadership and communication skills with a demonstrated ability to organize, motivate, lead and coach/teach others.? Ability to prioritize, delegate, and execute competing tasks. Proficiency in customer service and interpersonal communication skills to effectively interact with residents, clients, team members, and other business contacts, respond courteously to questions and requests, and stay calm when addressing and resolving customer problems. Strong aptitude for applying principles of logical thinking to define and correct problems. 3+ years of related experience. Possess expert level knowledge and skill in the safe use and maintenance of various hand and power tools and material handling equipment. Operational knowledge of basic cleaning equipment such as a mop, broom, vacuum cleaner, carpet cleaning equipment, buffer, and step ladder. A demonstrated track record of building and delivering training modules, identifying team member abilities, and reinforcing overall employee development. Proficiency in MS Office (Word, Excel, Outlook, Teams), RealPage/OneSite or other property management software. A valid driver’s license for the purpose of operating a community vehicle and/or golf cart. HVAC Certification is preferred. Multi-Family housing experience is preferred. Physical Demands: Ability to stand, walk, and/or sit for extended periods of time and bend, stoop, climb ladders, reach, carry objects, and crawl (and work) in confined areas. Ability to work inside and outside in all weather conditions (rain, snow, heat, hail, wind, sleet). Ability to push, pull, lift, carry, or maneuver weights of up to twenty-five (25) pounds independently and fifty (50) pounds with assistance. Ability to occasionally lift/carry objects weighing between 75 and 150 pounds with the aid of material handling equipment. Ability to perform repetitive physical motions such as reaching above shoulders, scrubbing and cleaning in tight areas. Full finger dexterity required. Occasional exposure to paint fumes, solvents, and adhesives. Attend training classes and business meetings or other situations necessary for the accomplishment of some or all daily responsibilities of this position. Ability to work a flexible work schedule, which includes participating in on-call rotation which includes evenings, weekends, and holidays. What We Offer: At Prime Residential, we believe our people are our greatest investment. We’re proud to provide benefits that support your health and growth, including: Comprehensive medical, dental, and vision coverage, including a zero-cost medical plan option. PTO plus company-wide holidays, 2 floating holidays, a day off for your birthday, and a day to give back through volunteering. Paid Parental Leave. Because the most important things in life shouldn't have to compete with work. A 401 (k) plan with potential company match to help you plan for the future. Tuition reimbursement to support your continuous learning and career development. Team members receive exclusive housing discounts at Prime-managed properties, because we believe the people who build great communities should get to be part of them. Privacy Notice: At Prime Residential, we celebrate and support diversity for the benefit of our employees, our business, and our community. Prime is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Prime is also committed to compliance with all fair employment practices regarding citizenship and immigration status and, where applicable, pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. Regarding Prime Residential's Compensation Philosophy: The pay range for this position refers to what we reasonably expect to compensate for this role. Individual compensation is based on various factors, including experience, education, skillset, and geographic location. The specified range is reflective of the intended regional labor market. PLEASE NOTE: To promote equity and uphold our internal compensation standards, the target base and bonus for this position are non-negotiable.

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