Call Center Service Technician- Remote

About the role

This is a fully remote After‑Hours Maintenance Service Tech position available to candidates located in CA, CO, FL, MD, MA, NJ, NY, TX, VA, WA, or DC. The incumbent provides after‑hours maintenance customer service to residents of UDR communities, handling emergency service issues. Duties include receiving incoming calls from multiple communities, diagnosing and troubleshooting problems in areas such as HVAC, boiler systems, electrical, plumbing, and appliances, determining priority and urgency, and maintaining exemplary communication between residents and on‑site teams to ensure the best guest experience. The role reports to the After‑Hours Maintenance Call Center Supervisor and has no direct reports.

Responsibilities

• Respond to resident calls for emergency maintenance by asking appropriate questions to understand and/or troubleshoot severity of issue being reported.
• Follow designated flow charts to determine what qualifies as an emergency.
• Direct resident on how to resolve issues as a self‑service item whenever appropriate and possible.
• Determine which vendor, if any, will be contacted to resolve the service problem being reported.
• Act as a liaison for UDR to contact responsible and appropriate service vendor to arrange for their deployment to community.
• Track any billable time.
• Submit all corresponding service requests and communicate related information to the community.
• Identify and clearly communicate to the resident the service work that will need to be completed by the site team during normal business hours.
• Submit service requests for any calls that were determined not to be an emergency in the property management and service software as needed.
• Schedule PM tasks such as backflow testing, boiler maintenance, etc. for assigned communities.
• Schedule and create PO’s for vendor‑related services.
• Audit service requests and invoices.
• Provide exemplary customer service to both internal and external customers.
• Identify strategic opportunities to enhance customer service experience and streamline process.
• Perform other duties as assigned or as necessary.

Requirements

Knowledge of organizational and community policies and procedures; ability to apply policies and procedures to solve everyday issues. Knowledge of and ability to follow proper safety techniques in accordance with Company, community, OSHA, EPA, and departmental policies, procedures and standards. Must have knowledge and experience with electrical, HVAC, plumbing, carpentry, and appliance repair. Demonstrated ability to understand and comprehend instructions. Immediately report any mechanical or electrical equipment malfunctions, associate/resident/visitor injuries or accidents, or other safety issues to the appropriate individual(s). Ability to proactively recognize and implement superior customer service to internal and external customers. Must know and follow the Fair Housing laws. Ability to exercise initiative and problem‑solving skills. Proven exceptional communication