Maintenance Coordinator

Job Summary

We are seeking a highly organized, proactive, and customer-focused Maintenance Coordinator to oversee and coordinate day-to-day maintenance operations across our managed residential properties. This role serves as the primary liaison between tenants, maintenance technicians, vendors, and property management, ensuring maintenance requests are handled efficiently from initial report through completion.

The Maintenance Coordinator is responsible for scheduling repairs, monitoring work order progress, communicating with tenants, coordinating vendors, tracking maintenance performance, and ensuring excellent customer service throughout the repair process.

In addition to coordinating repairs, the Maintenance Coordinator should possess a solid understanding of basic residential maintenance and troubleshooting. This individual will be expected to guide tenants through simple maintenance solutions when appropriate, helping resolve minor issues quickly and reducing unnecessary service calls.

The ideal candidate is detail-oriented, able to manage multiple priorities in a fast-paced environment, and possesses excellent communication, organizational, and problem-solving skills. Experience with property management software and maintenance operations is highly preferred.



Key Responsibilities:

Maintenance Coordination
Receive, review, prioritize, and assign maintenance work orders to maintenance technicians.
Coordinate technician schedules to ensure timely completion of repairs and service requests.
Monitor active work orders and proactively follow up on pending or overdue tasks.
Communicate with technicians regarding job progress, delays, required materials, and completion of updates.
Ensure completed work orders include accurate notes, photos (when applicable), and proper documentation before closing.
Escalate emergency maintenance requests to the appropriate personnel for immediate action.
Coordinate preventative maintenance schedules to minimize future maintenance issues.


Tenant Communication
Serve as the primary point of contact for tenants regarding maintenance concerns and repair requests.
Respond promptly and professionally via phone, email, Microsoft Teams, and other communication platforms.
Schedule maintenance appointments and provide tenants with repair timelines and updates.
Keep tenants informed of any delays or scheduling changes.
Conduct follow-up communication after repairs to confirm work has been completed satisfactorily.
Maintain a high level of professionalism and customer service in all tenant interactions.


Basic Maintenance Troubleshooting
Assist tenants in resolving simple maintenance issues remotely before dispatching a technician, when appropriate.
Provide clear, step-by-step guidance over the phone for basic troubleshooting tasks.
Help tenants with common maintenance issues such as:
Resetting garbage disposals.
Resetting tripped GFCI outlets.
Identifying and flipping tripped circuit breakers.
Replacing HVAC air filters.
Check thermostat settings and batteries.
Relighting pilot lights when appropriate and safe.
Troubleshooting appliances using manufacturer-recommended reset procedures.
Determine when an issue can be safely resolved remotely versus when an in-person technician is required.
Educate tenants on basic maintenance practices that help prevent recurring issues.


Pest Infestation Management
Receive, document, and assess tenant reports related to pest infestations, including rodents, insects, termites, bed bugs, and other pest concerns.
Determine the urgency of reported pest issues and prioritize cases based on severity.
Coordinate inspections and treatment appointments with licensed pest control vendors.
Schedule appointments with tenants and ensure access is available for inspections and treatments.
Track treatment schedules, follow-up visits, and completion status until the infestation has been fully resolved.
Maintain detailed records of infestation reports, treatments performed, vendor recommendations, and tenant communications.
Escalate recurring or severe issues to property management for further review and corrective action.


Vendor Management
Coordinate with third-party vendors for specialized maintenance services and repairs.
Obtain quotes, compare service options, and schedule vendor appointments.
Communicate work requirements, property access instructions, and expected completion timelines.
Monitor vendor performance, quality of work, responsiveness, and completion times.
Maintain organized vendor records, service history, and contact information.
Ensure vendor invoices and completed work are properly documented.


Maintenance Operations
Monitor daily maintenance activities across assigned properties.
Track work order completion of metrics and identify overdue or stalled requests.
Assist in improving maintenance response times and operational efficiency.
Ensure maintenance requests are completed in accordance with company service standards.
Use practical maintenance knowledge to assess reported issues, identify likely causes, and recommend the most appropriate course of action.
Whenever possible, resolve minor maintenance concerns through remote troubleshooting before dispatching a technician.
Collaborate with property managers regarding maintenance priorities and recurring property issues.
Maintain accurate maintenance of documentation and operational records.


Administrative Responsibilities
Update maintenance records within the property management system.
Maintain detailed logs for work orders, vendor activity, pest control services, inspections, and preventative maintenance.
Generate maintenance performance reports for management.
Track maintenance of KPIs, including response times, completion rates, outstanding work orders, and recurring issues.
Assist with developing and improving maintenance workflows and standard operating procedures.
Support other administrative tasks related to maintenance operations as assigned.


Qualifications:
Required
Minimum of 2 years of experience in maintenance coordination, property management, facilities management, or related field.
Excellent written and verbal English communication skills.
Strong organizational, planning, and multitasking abilities.
Ability to prioritize competing maintenance requests in a fast-paced environment.
Strong customer service and conflict-resolution skills.
Ability to work independently while managing multiple deadlines.
High attention to detail and accuracy in documentation.

Preferred
Experience using Yardi, Microsoft Teams, Outlook, or similar property management software.
Experience coordinating maintenance technicians, contractors, and vendors.
Knowledge of residential property maintenance and repair processes.
Basic understanding of plumbing, electrical, HVAC, appliance repair, carpentry, and general maintenance terminology.
Experience working remotely within a property management environment.
Ability to identify common maintenance issues and guide tenants through safe, basic troubleshooting before scheduling a service visit.


Skills & Competencies:
Maintenance Coordination
Work Order Management
Tenant Relations & Customer Service
Vendor & Contractor Management
Scheduling & Dispatching
Preventative Maintenance Planning
Property Management Systems (Yardi preferred)
Communication & Follow-Up
Time Management & Prioritization
Problem Solving & Decision Making
Documentation & Recordkeeping
Attention to Detail
Ability to Work Independently
Basic Residential Maintenance Troubleshooting