Service Technical Case Manager

Multiple locations: Dallas, TX; Orlando, FL; Tampa, FL; Atlanta, GA; Phoenix, AZ

About the role

The Service Technical Case Manager is a member of the National Technical Teams. This position is responsible for screening all newly created resident service requests for proper categorization, priority, warranty status/capture, repeat issue identification/escalation, resident chargeback likelihood, remote resolution opportunity, and assigning to preferred resource for completion. The Service Technical Case Manager is a key contributor to several KPIs including resident satisfaction, reduction in resident escalations, service timelines, and service costs.

In conjunction with the National Manager(s), this position will execute a pre-assignment vetting strategy to drive consistent and satisfactory outcomes of resident service requests while lowering service costs and raising resident satisfaction. The Service Technical Case Manager also supports other National Technical Teams roles and functions as assigned.

Responsibilities

• Review and recategorize all newly created service requests for historical service date, potential warranty asset, technical trade accuracy, and validity before assignment.
• Use technical expertise to provide technical-based opinions to Service Directors (SD) and Regional Service Directors (RSD) for approval of specific service requests as needed.
• Update and maintain scheduling database with current information; research, recommend, and implement technology and process improvements to reduce overall costs.
• Consult residents and provide technical assistance to gain agreement for residents to complete service request items that are resident responsibility remotely without cost to Progress Residential.
• Enhance relationships and networks with internal/external partners who are not familiar with the subject matter, often requiring explanation and persuasion.
• Approve for commencement and assign all not-started service requests for completion.
• Manage and facilitate service activities with managers, team members, and local market members.
• Review vacant home service requests for proper categorization and priority for assignment prior to any pre-leased move-in dates.
• Collaborate with team members to effectively process service requests to reduce costs and enhance the resident’s experience.
• Complete all assigned service tasks and data research projects in a timely, professional manner within the assigned guidelines and parameters.
• Comply with all company applicable policies and health and safety rules and regulations.

Requirements

• 7 or more years of experience with maintenance in multi-family, commercial, or military housing; single-family rental, mechanical trades, or equivalent work experience as a residential service technician/manager with extensive knowledge of residential electrical, mechanical, and technical processes, components, and systems.
• High school diploma or equivalent required.
• Valid Driver’s License required.
• Ability to work flexible hours which may include some weekends and evenings.
• Ability to review and understand cost estimates and scopes of work and be in tune with current labor rates in a given MSA.
• Effective communication skills, ability to work with General and Sub-Contractors on scope, price, and schedule.
• Understanding of general UBC building codes, HOA codes, and rental property health and safety regulations.
• Ability to work in a professional office setting remotely with little supervision.

Skills

• Typical Physical Demands: Regularly required sitting and standing for several hours at a time, to climb up and down stairs several times each day, and to lift 50 pounds with ease.
• Strong customer service skills.
• Strong skills with MS Office products.
• Salesforce and/or Yardi experience strongly preferred.
• Proven record of ability to work remotely, independently, and with minor supervision.
• Ability to work in a fast-paced environment.

Benefits

• Competitive Compensation - Including performance-based bonuses that reward your contributions.
• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match, and more.
• Generous Time Off – PTO based on tenure, 13 paid holidays, and 1 floating holiday.
• Ongoing Learning and Development - Quarterly summits, town hall meetings, and continuous training to support your professional growth.
• A Culture that Celebrates You - Collaboration, recognition, and having fun while doing important work.