Position Purpose:
Service Managers are responsible for the overall maintenance operations of the property and for exceeding Hillpointe’s Standard of Service as it relates to resident and customer satisfaction. Manage and develop team members for personal and professional growth and ensure high employee job satisfaction. Service Managers will take a proactive approach in problem solving when the maintenance performance of the property or its employees fall below the standards described below. It is critical that an action plan be developed, implemented, and communicated to the Community Manager when challenges arise.
General Administrative / Office:
- Serve as a positive representative of the property, Hillpointe, and clients
- Conduct weekly team meetings ensure the entire team stays informed of current projects and priorities
- Maintain a professional image, positive attitude and adhere to dress code and uniform requirements
- Communicate frequently with Community Manager and Regional Property Manager on vital needs of the community
- Ensure all reports are completed on time and accurately
- Confirm that all work is inputted into software system in a timely manner
- Develop and implement safe work practices and ensure that all service team members adhere to those standards
- Use all company equipment in a responsible manner and in accordance with its operational
- Attend scheduled management meetings and complete all required training
- Report all liability and property incidents to the corporate office immediately
- Ensure that all workers’ compensation claims are reported, and proper paperwork is completed
- Complete any pertinent safety checklists and/or inspections
Management, Recruiting and Employee Development:
- Supervise the service team and ensure that each team member is performing all job responsibilities to their fullest potential
- Interview and screen potential on‐site service team employees
- Interpret and apply personnel policies, departmental policies, and other relevant policies and procedures
- Review time and attendance reports of assigned
- Oversee scheduling of on‐call employees for emergency service requests
- Evaluate employee performance, including performance reviews, incident reports, and terminations, when necessary
- Conduct orientation for employees, encourage continued education and ensure training requirements are met
- Motivate employees, promote teamwork and empower team members to achieve a common goal and to ensure employee retention
Customer Service, Leasing and Marketing:
- Address resident’s maintenance concerns in a professional and timely manner
- Always communicate to residents in a friendly and professional manner
- Ensure that the property meets and exceeds company standards for resident satisfaction
- Staff property accordingly, with special regard to after-hour emergencies
- Assist the management and leasing team when needed
General Repair and Maintenance Including Grounds Maintenance:
- Ensure service requests are responded to within 24 hours and communicate with the resident when the issue cannot be resolved in a timely manner
- Physically walk and inspect property on a regular basis, including vacant units. Conduct property inspections, including move in, housekeeping, and grounds in order to assure adherence to established standards
- Oversee maintenance of the grounds, trash container areas, and common areas
- Oversee all work associated with the upkeep and maintenance of the building and grounds
- Inspect and ensure all vacant apartments are cleaned and made ready for showing and occupancy in a timely manner, being mindful, too of the established monthly budget for make ready turns
- Log all resident service requests, dispatch maintenance personnel promptly and ensure service requests are closed immediately upon completion
- Report warranty items to the appropriate maintenance companies and follow up for prompt repairs
- Be available always either personally, or through other site personnel, for emergency calls and respond to those according to Hillpointe’s policy on after‐hour emergency calls
- Maintain any required OSHA and MSDS records
- Maintain and document community owned equipment, materials and tools in a neat and orderly fashion
- Maintain and periodically analyze work orders for consistent patterns and/or long‐term maintenance concerns
- Regular maintenance of the building exteriors, building interiors and common areas
- Conduct monthly inspection of all property systems
- Complete and document preventative maintenance program for resident apartments, vacant units, common area spaces and equipment
- Assist in the procurement of outside contractors when necessary and help establish general guidelines and priorities in the contractor's projects
- Report questionable activity, unsanitary conditions, unauthorized occupants and/or pets to the Community Manager
- Address resident concerns regarding maintenance promptly and professionally and, when necessary, communicate those to the Community Manager
NOTE:
This document describes the general nature and level of work required of people assigned to this job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel. The employee must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the employee handbook.