Work Order Operations Supervisor

Job Description

Job Description

The Maintenance Support Supervisor performs a variety of property management and administrative functions for Aurora Military Housing. They often have direct contact with Aurora employees, vendors, the corporate office, tenants, and the military, and as such, must have a pleasant demeanor, possess strong people skills and the ability to work well with people from diverse social and economic backgrounds. They are to conduct business in a manner that attracts and retains employees or residents by performing the general duties and specific duties, as well as any other duties assigned.

 

This position is primarily responsible for responding to customers regarding maintenance issues or requests, as well as the planning, organization, and execution of maintenance support, such as establishing work task priorities, scheduling, and tracking work assignments, providing guidance, and ensuring the availability of resources for Aurora Military Housing staff and operations. Additionally, they are responsible for coordinating on-site data quality control for completed maintenance work.

 

The position is responsible for maintaining daily, weekly, and monthly statistics, monitoring benchmarks, and active involvement with problem-solving. The position will define and develop policies, procedures, methods, or standards as outlined by the Management or Corporate team.

 

The Maintenance Support Supervisor may directly supervise up to six (6) employees; responsible for recruiting, training, coaching and recognition. Daily interaction with potential tenants, resident tenants, vendors and the Military.

 

JOB DUTIES

• Directly supervise staff, including, but not limited to Work Order Clerks:
• Define staffing demands and collaborate on job postings
• Pre-screen and review applicant applications/resumes ; evaluate applicant skills and make recommendations regarding applicant’s qualifications; conduct interviews with job applicants
• Compile and oversee new hire job orientation and task training; job performance tracking, provide employee feedback and recognition, as well as progressive discipline when applicable
• Emergency (safety and risk) planning and response
• CBA policies

 

Manage and oversee the following work order initiatives, delivering on scope, schedule, and budget:

• Establish and maintain policies and procedures for the Work Order staff, ensuring work order call receipt, scheduling, implementation, follow up, and tracking
• Evaluate Work Order Clerks’ daily performance to ensure quality customer support. This position ensures quality customer support, precise reporting, timely filing, defined scheduling, and systematized submission of response and completion times for all work orders
• Update maintenance leadership team on maintenance scheduling conflicts and concerns, provide timely feedback on recurring issues and anomalies.
• Troubleshoot customer complaints to diplomatically resolve issues as they arise: office, phone, and email; resolve or co-resolve tenant escalations with maintenance supervisory team, as appropriate
• Oversee the research/investigation into operational issues or complaints, as requested; evaluate effectiveness of work order support or maintenance services
• Work in coordination with Yardi Administrator on maintenance updates and implement new processes and training

 

Manage all services requests and ensure completion and closure commensurate to established standards.

• Enforce data integrity and consistency to enable reliable reporting on required or ad hoc work order metrics.
• Perform frequent Audits for all work order priorities and those with exceptions, set notifications and automations to ensure work orders are documented sufficiently and completed within established standards
• Provide support for the compilation and monthly reporting for the GOQ reporting process
• Create, maintain, and oversee recurring, preventative, and asset work orders

 

Oversee other tenant initiatives, including but not limited to:

• Point of escalation for tenants: office/self-help, phone, and email
• Tenant charges and follow up
• Make updates to unit or tenant files, as appropriate
• Implement and support tenant promotions and events, as appropriate

 

Administrative initiatives:

• Assist with departmental operational improvements and/or changes
• Attend staff and management meetings and communicates information with employees
• Attend training to develop relevant knowledge and skills
• Plan and implement employee promotions and events, as appropriate

 

QUALIFICATIONS REQUIRED

Minimum Qualifications

• Two years management experience preferred, including one year of supervisory experience.
• Bachelor's degree preferred. High school diploma or equivalent required.
• Valid Alaska Driver’s License. Ability to be insured by company’s auto insurance.
• Alaska Real Estate license, Certified Property Manager (CPM) or Accredited Resident Manager (ARM) preferred; experience in a residential rental office is highly desirable.
• Strong verbal, written, analytical and basic mathematics, persuasive skills, and the ability to interact effectively with all levels of employees, management, or customers.
• Must possess excellent computer software skills, including Microsoft Office, Excel, Outlook, PowerPoint, Word, and web-based programs. Yardi Property Management software preferred.

 

Tools and Equipment Used

• Motor vehicles, telephones, cell phones, computers, photocopiers, and facsimile machines.

 

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to walk, sit, use hands to fingers, handle or feel objects, equipment, or controls, see, talk, and hear. The employee is occasionally required to stand, drive, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.
• The employee may infrequently need to lift, push and or pull up to 30 pounds.
• Work Environment:
• The work environment characteristics described here are representative of those an employee

encounters while performing the essential functions of this job. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

• Work is performed at various locations within the properties managed by JL Properties, Inc., and owned

by Aurora Military Housing, LLC, Aurora Military Housing II, LLC, and Aurora Military Housing III, LLC

at Joint Base Elmendorf-Richardson, Alaska.

• The employee infrequently works in outside weather conditions.

Supervision Exercised

The Maintenance Support Supervisor directly

supervises the Work Order Clerks (bargaining unit

employees). Routinely provides direction and

guidance over contract service providers and other

personnel on specific projects.

 

Supervision Received

The Maintenance Support Supervisor must

possess the capability to work independently,

under the supervision of the Deputy General

Manager, Maintenance Support Manager,

General Manager, and/or Corporate Office.

This position reports directly to the Deputy

General Manager.

 

Company Description

JL Properties Inc. was formed in 1990 by current principals John Rubini and Leonard Hyde. Through sound decision making, the aid of an experienced team of real estate professionals, a sophisticated system of fiscal control, and unwavering dedication to the well-being of Alaska and its residents, JL has since become Alaska’s leading real estate development and management firm.

In March 2001, JL Properties, along with Hunt Construction Company, was selected by the government to provide for the ownership, development, and operation of 828 housing units on Joint Base-Elmendorf in Anchorage, Alaska.

In September 2004, JL Properties also took over the ownership, development, and operation of the remaining 1,194 housing units on Joint Base-Elmendorf in Anchorage, Alaska.

In July 2011, JL Properties was selected to provide for the ownership, development, and operation of 1,240 housing units on Joint Base-Richardson in Anchorage, Alaska.

Today, Aurora Military Housing is JBER’s largest housing partner, responsible for a total of 3,262 family housing units.

Our diverse and passionate team of property management professionals—comprised of veterans, reservists, military spouses, lifelong Alaska residents, and transplants from across the country—is dedicated to providing exceptional housing quality and value to all residents of JBER.

Company Description

JL Properties Inc. was formed in 1990 by current principals John Rubini and Leonard Hyde. Through sound decision making, the aid of an experienced team of real estate professionals, a sophisticated system of fiscal control, and unwavering dedication to the well-being of Alaska and its residents, JL has since become Alaska’s leading real estate development and management firm.\r\n\r\nIn March 2001, JL Properties, along with Hunt Construction Company, was selected by the government to provide for the ownership, development, and operation of 828 housing units on Joint Base-Elmendorf in Anchorage, Alaska.\r\n\r\nIn September 2004, JL Properties also took over the ownership, development, and operation of the remaining 1,194 housing units on Joint Base-Elmendorf in Anchorage, Alaska.\r\n\r\nIn July 2011, JL Properties was selected to provide for the ownership, development, and operation of 1,240 housing units on Joint Base-Richardson in Anchorage, Alaska.\r\n\r\nToday, Aurora Military Housing is JBER’s largest housing partner, responsible for a total of 3,262 family housing units.\r\n\r\nOur diverse and passionate team of property management professionals—comprised of veterans, reservists, military spouses, lifelong Alaska residents, and transplants from across the country—is dedicated to providing exceptional housing quality and value to all residents of JBER.