Senior Service Manager II

Job Description

Job Description

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: Park Vista has 800 units and is located in Sparks, NV.

Schedule: Monday through Friday 9:00 am to 6:00 pm + participation in the on-call rotation (required)

Target Pay: $44.46 per hour + performance bonus eligibility

Role Overview: The Service Manager is principally responsible for the timely completion of resident and general community maintenance requests, and ensuring vacant apartments are painted and made ready for occupancy—functions that are vital to the day-to-day operations of a community. The Service Technician II is also responsible for the day-to-day cleanliness and aesthetic appearance of the community, and meeting Prime’s standards of excellence as it relates to cleanliness, appearance, safety, and overall functionality of our communities—playing a critical role with the first impressions of residents and prospects.

Who You Are:

• Technically proficient in residential property maintenance with a hands-on and can-do spirit.
• A driver of excellence of and relating to maintenance standards and curb appeal.
• A strong attention to and keen eye for aesthetic details and cleanliness.
• Have an unrelenting desire to solve problems.
• Possess an intense pride of ownership in your work, never cutting corners or compromising.
• 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.
• A professional who can work independently and collaboratively.
• A diligent, determined, and punctual professional.
• Someone looking to grow a career in the property management industry and possessing a willingness to coach and teach.
• A passionate team player who sees customer service as essential to building relationships and supporting a business.

Key Responsibilities:

General Responsibilities

• Diagnose and perform minor and routine maintenance repairs involving the following:
• 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.
• Inspect vacated apartments and complete make-ready checklist.
• Routinely perform necessary tasks and duties to restore apartments to "market ready" status for occupancy.
• Paint vacated apartments, occupied apartments, exteriors, sidewalks, pool areas (touch-ups), exterior doors and thresholds, and model apartments.
• Re-inspect vacant apartments after make-ready operations have been completed to determine quality of work performed.
• Update and maintain accurate records regarding preventative maintenance, apartment make-ready status, service requests received and completed, and work in progress, through mobile facilities application.
• Close out service requests via mobile facilities application.
• Maintain awareness of overall condition of the property and work to correct unsafe conditions that arise (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).
• Respond and assist in resolving emergency situations (floods/fire/back-ups) in a timely and cost-efficient manner.
• Inform Service Manager of needed services and repairs that are outside of service staff capabilities.
• Use 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.

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

Inventory Management

• Use 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.
• Help perform routine preventative maintenance on all appropriate equipment on a regular basis.
• Maintains excellent condition of tools, maintenance shop, golf carts, and other inventory.
• Load and unload maintenance supplies and materials onto warehouse shelves.
• Locate and deliver maintenance supplies and materials to service and Prime staff.
• Generate, send, and file purchase orders.
• Assessment of move-out charges.
• Support in the setup and breakdown of property-related events.
• Assist with monthly fire and safety inspections.

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 are posted on Prime’s internal learning management system.
• Ensure files and completed paperwork are organized neatly.
• 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.

Safety

• Maintain proper work area conditions per company policies and procedures.
• Utilize appropriate protective equipment and safety devices when necessary.
• Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and read property layout maps.
• 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

• 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

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.
• 401(k) retirement plan including a Roth option and a company matching contribution for eligible participants to help you build long-term financial security. 
• 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.

JOIN OUR TEAM: If you are a dedicated professional with a passion for excellence and customer service, we would love to hear from you! Apply now to join Prime Residential and contribute to our vibrant community.

Privacy Notice: -info-current-and-prospective-employees/  

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.