Service Director

POSITION SUMMARY

The Service Director provides leadership and daily management of service work orders within assigned area(s) of single-family rental homes. They lead a service team responsible for vacant and occupied work orders, providing outstanding customer service to residents. This position is accountable for favorable P&L results and the key performance indicators driving those results, including resident satisfaction, self-performance metrics, cycle times, and adherence to budget. The Service Director oversees process implementation in addition to coaching, teaching and training the service team.

ESSENTIAL FUNCTIONS

Manage daily service operations, ensuring service quality, lowest point of resolution, compliance, and customer satisfaction across all properties Oversee work order execution for both Service Technicians and vendors Manage market-level maintenance financial performance, monitoring expenses, and KPIs to achieve budget and profitability targets Work closely with central operations to ensure corporate goals and initiatives are met and executed Lead and develop local teams, driving engagement, accountability, and alignment with company standards and operational goals Assist markets with identifying vendor needs, management and cost control measures/initiatives Participate and lead in a culture of accountability predicated on collaboration and empowerment Assist the region with driving resident satisfaction and retention efforts, while driving optimal survey responses, via Google, move-in and service requests Manage Service to provide outstanding customer service, timely completion, and work order follow-up on both occupied and vacant home issues Resolve resident concerns in a timely manner and maintain a high degree of customer service and competency level in all resident interactions, whether in person, over the phone, or email Maintain extensive knowledge of vendors, vendor pricing, Service Technician skill levels and geography and traffic patterns across assigned market Direct, manage, and mentor assigned service team members in all areas, including schedule optimization and tech efficiency Coordinate assigned purchasing functions for the department following established policies and procedures Monitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolio Review workload and approve use of third-party vendors as appropriate. Review vendor pricing and has elevated approval authority for invoices for completed work Diagnose and perform repairs as scheduled and workload permits Comply with the Company’s national procurement policy and program Oversee fleet compliance and manage effective scheduling to promote efficiencies Oversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets Communicate effectively with all team members Comply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state and federal health and safety laws Coordinate activities to maximize the efficiency of all processes Understand and possess the ability to train team on fiduciary duty. Ensures team in assigned market makes decisions based on the best interests of the business. Human Resource Management Recruit, hire, and train qualified, dynamic, high performance service managers and frontline team members Supervises staff, sets goals, and holds people accountable for results and provides timely feedback Ensure that all training requirements are completed on time Ensures that employees all have goals and receive regular feedback on their performance Performance management of personnel including, performance reviews, corrective action, mentoring, development plans and performance improvement plans Ensure that the policies, procedures, and safety guidelines are followed Carry out other duties as assigned that are in the best interests of the company

QUALIFICATIONS

High School diploma required; Bachelor’s degree preferred 10 or more years of experience managing operations or maintenance in Single-family, multi-family, commercial, or military housing Experience in managing multiple staff members over a geographic region Valid Driver's License required Ability to work flexible hours which may include some weekends and evenings Ability to Travel (up to 25%) Available for on-call service Ability to review and understand cost estimates and scopes of work Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homes Required equipment - Employee must have their own basic tools required to perform ongoing service in residential environment (Some tools provided) Strong customer service skills, must be able to put customers at ease Strong skills with MS office products including Excel Salesforce and/or Yardi experience strongly preferred Proven record of working independently and with minor supervision Bilingual a plus Ability to work in a fast-paced environment

PHYSICAL DEMANDS

Standing, walking, and/or sitting for extended periods of time Moderate climbing, reaching, and use of fingers Moderate stooping, kneeling, crawling, pushing, pulling, lifting, talking, and hearing Sustains substantially recurring movement to fingers, hands, wrists, legs, and feet Ability to judge distances and spatial relationships Ability to identify and distinguish color Ability to distinguish the differences or similarities in odors Ability to lift and/or move 50 pounds or more Ability to use standard maintenance equipment

WHAT YOU CAN EXPECT FROM US

Competitive Compensation - Including performance-based bonuses that reward your contributions. Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more. Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday. Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth. A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work. This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need. Employment with Progress Residential is conditional on a satisfactory background and drug screen. Progress Residential is a proud Equal Opportunity employer, m/f/d/v. #J-18808-Ljbffr Progress Residential, L.P.