Head of Client Support Services

Essential Functions/Responsibilities
Routinely inspect community grounds and buildings to ensure safety standards and identify maintenance projects. Prioritize the repair of unsafe conditions

Monitor a sufficient inventory of tools, supplies, spare parts for common issues and emergency situations

Schedule and perform routine preventive maintenance on all appropriate equipment and tools

Thoroughly inspect vacated apartments, document necessary renovations, and re-inspect completed units for the highest quality of work and superior presentation, adhering to the timetable

Respond to resident requests in a timely manner, delivering excellent customer service

Maintain accurate records of preventive maintenance, service requests (received and completed), expenditures, apartment make-ready status, jobs in progress, etc.

Identify all utility meter cut-offs, apartment and fixture cut-offs, sewer clean-outs, and prepare maps indicating same

Oversee work of internal and external vendors and maintenance service suppliers

Collaborate with the General Manager and/or Community Manager in hiring, training, daily supervision, evaluation, and counseling of the service team

Assist in creating schedules for Service Technicians, Housekeepers, Porters, and Groundskeepers

Work with the Community Manager to develop, implement, and manage programs intended to control maintenance expenses

Assist in the preparation of maintenance budgets and safety meetings. Ensure any required MSDS sheets are available to service staff before leading a meeting

Know and adhere to all policies and procedures contained in the manuals issued by Mill Creek Residential or as otherwise communicated to associates, such as, but not limited to, company operating and safety standards. Promote safe work practices among on-site team

Ensure compliance with all Federal, State and local laws. Consistently abide by Fair Housing regulations

Address and complete all other duties as assigned

Embody the Mill Creek mission, values and brand promise in all that he or she does

Associate Management and Development

Responsible for recruiting, hiring, associate scheduling, work assignments, training and performance evaluations

Empower, engage and develop associates to achieve great performance and desired business outcomes.

Establish goals and accountability for team. Provide feedback, coaching and support to drive achievement of established goals, reward success: hold one on one meetings with staff members

Manage performance of subordinates. Conduct performance appraisals; provide development support (i.e. coaching, counseling and training); make decisions regarding hiring or termination of community associates

Support associate development. Provide targeted training and growth opportunities

Champion and enforce the Mill Creek Brand Promise, Service Standards and Manifesto

Address and complete all other duties as assigned

Education an d/or Experience
High School diploma or equivalent (GED) preferred

5+ years maintenance technician work or related experience

HVAC Certification required

CAMT preferred

CPO preferred

Multi-family housing experience helpful

Skills/Specialized Kn o w ledg e
Capacity to read, write, and speak English, as demonstrated by clear and concise written and verbal communication, such as, but not limited to, the ability to read service requests, understand labels on containers, and verbally communicate with associates, residents and vendors. Bi-lingual a plus.

Accurately take measurements and perform basic arithmetic

General computer skills in Microsoft Office and property management based software

Frequently operate maintenance equipment such as, but not limited to, hand tools, power tools, motors, pumps, compressors, blowers, electric and hand powered augers, user-moved aids, snow and ice removal equipment, ladders, landscaping equipment, safety equipment, etc.

Frequently use measuring devices, such as, but not limited to, voltmeters, ohmmeters, testing meters, PH tests, etc.

Safely work with chemicals, paint, and general cleaning supplies

Frequently operate motorized vehicles such as, but not limited to, car, truck, van or golf cart

Compensation: $33-35/ hour

About the Benefits of joining the Mill Creek Team
Competitive compensation

Employer sponsored short and long term disability, Life and ADD insurance

401k with employer matching

Paid time off benefits: Vacation, Sick, Holidays

Mill Creek is an Equal Opportunity Employer

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