Service Manager

About the role

As a Service Manager, you will be a key member of the Property Management team, responsible for the effective and efficient management of all open service jobs and preventative maintenance for our occupied single-family rental homes. This position provides leadership and daily management over an assigned area and team, ensuring outstanding customer service and timely resolution to resident requests. Service Manager roles may be all-encompassing or focused on one of three primary areas: internal execution, vendor execution, or Housing Choice Program requirements.

Responsibilities

• Demonstrate a working knowledge of lease documents and resident rules and regulations.
• Manage service jobs to provide outstanding customer service and timely resolution to resident requests on occupied homes.
• Monitor and manage response times, resident satisfaction, and overall productivity and efficiency within your portfolio.
• Review schedules and approve third-party vendors, vendor pricing, resident chargebacks, and invoices for completed work.
• Provide technical support to service technicians to ensure proper diagnosis and repair of all service jobs.
• Ensure all required training is completed in a timely manner for yourself and your team, while administering compliance with the technical training program.
• Follow up on service orders to ensure resident satisfaction and resolve issues with dissatisfied customers.
• Manage and execute the semi-annual home inspection program to improve resident satisfaction, control unit turn costs, and maximize average lease occupancy.
• Conduct property visits for occupancy and lease compliance checks, posting notices, coordinating utilities, eviction lockouts, and more.
• Comply with the Company’s national procurement policy and manage fleet and fleet stock accordingly.
• Oversee vendors to ensure high resident satisfaction, cost control, and efficient service request outcomes.
• Ensure compliance with all applicable health and safety rules, regulations, and local, state, and federal laws.
• Coordinate activities to maximize process efficiency and uphold workplace safety standards.
• Performance management of personnel, including reviews, career advancement, corrective action, mentoring, and performance improvement plans.
• Communicate effectively with Service Director, Portfolio Operations Director, tenants, owners, and agencies regarding HQS inspections and related issues.
• Inspect and reinspect Housing Choice Program properties (e.g., Section 8) annually for compliance with HUD, local building codes, and zoning ordinances.
• Document deficiencies, determine responsibility for repairs, establish deadlines, and conduct follow-up inspections.
• Complete necessary paperwork for newly qualified Progress Choice Homes and related programs.
• Stay knowledgeable of local HUD program rules and changes to ensure compliance.
• Develop and maintain positive relationships with local market team members and Housing Authorities within your assigned region.
• Carry out other duties as assigned in the best interests of the company while championing Progress Residential’s Core Values.

Requirements

• 5 or more years of experience managing service, operations, and maintenance in multi-family, single-family, military housing, or equivalent.
• High School Diploma or equivalent required.
• EPA certified to handle refrigerants.
• Valid Driver’s License required.
• Available to work flexible hours, including some weekends and evenings.
• Available to offer support for after-hours service technicians and/or vendors.
• Ability to review and understand cost estimates, scopes of work, and current labor rates in your MSA.
• Effective communication skills and ability to work with General and Sub-Contractors on scope, price, and schedule.
• Ability to effectively schedule and manage multiple contractors/crews at various locations within a geographic area.
• Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping, and Irrigation Systems as they relate to residential homes.
• Understanding of general IBC building codes and rental property health and safety regulations.
• Strong customer service skills and ability to address customer concerns professionally.
• Proficiency with MS Office products, including Excel.
• SalesForce and/or Yardi experience strongly preferred.
• Proven record of working independently with minor supervision.
• Ability to work in a fast-paced team environment.
• Experience managing vendor relations, onboarding new vendors, and negotiating pricing.
• Ability to manage larger projects outside the scope of subordinates.
• Experience managing assigned fleet vehicles and inventory.

Benefits

• Competitive compensation, including performance-based bonuses.
• Comprehensive benefits package: medical, dental, vision, parental leave, and 401(k) with company match.
• Generous time off: PTO based on tenure, 13 paid holidays, and 1 floating holiday.
• Ongoing learning and development opportunities, including quarterly summits, town hall meetings, and continuous training.
• A collaborative, recognition-focused culture that values fun and meaningful work.