Head of Client Support Services

At Mill Creek Residential we are committed to building a diverse, equitable and inclusive workplace where our associates can grow and bring their whole selves to work. The Service Manager maintains the physical condition and appearance of one or more assigned communities in accordance with operating and safety standards. This position is responsible for leading routine work and preventative maintenance of physical features of the building(s), including, but not limited to, HVAC, electrical, plumbing, carpentry, major appliances and amenities. The Service Manager consistently strives to maintain the highest level of attention to the operational needs of the community.
Essential Functions/Responsibilities Routinely inspect community grounds and buildings to ensure safety standards and identify maintenance projects. 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
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
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.
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
Edu ca tion an d/or E x p e ri e n c e High School diploma or equivalent (GED) 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.
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
Employer sponsored short and long term disability, Life and ADD insurance
Vacation, Sick, Holidays
Job Family Property Management - Onsite: Multifamily

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