About the team

We want to do things differently. We aspire to offer best-in-class tenant service for any tenant with affordable housing. We will solve tenant issues in days not weeks.

R&M ACEs act as the nexus of information and decision making to reach this aspiration. We determine the best course of action for every tenant request, work with countless contractors, and keep tenants informed over every step of their repair journey.

You

You are a “hands on” entrepreneurial operator, with an innate ability to understand and maintain priorities. You plan ahead to ensure smooth sailing, but you're quick to react and correct course when things start to break. You thrive in a challenging and sometimes chaotic environment where decisions need to be made quickly and often.

You have construction knowledge that allows you to be an elite strategist of every work order. You will know when something is an emergency, who is the best to fix it, and what is an accurate cost in order to have the work done.

You're thrilled at any opportunity to serve tenants with top-shelf customer service. You are not afraid of expansive CRMs. You are empathetic to the issues that our renters may face - and make it your personal mission to ensure they have a clean, safe, and functional home to return to every day.

You love to have a clear goal that you work ruthlessly toward. Having unambiguous key performance indicators that you must achieve excites you.

What you'll do

You are the quarterback of every work order you take on. You assess it, develop a cost-effective remediation strategy around it, then ensure flawless execution of that strategy. You'll coordinate with Property Engineers, Contractors, and the tenant to make sure one thing is certain: the work is resolved in a way that ensures a satisfied tenant.

Your Responsibilities

• Receive and manage tenant repair requests via a centralized ticketing system
• Assess the urgency and severity of repair requests, and prioritize them accordingly
• Enrich work orders with relevant details, including repair scope and necessary materials, so that property engineers are equipped to complete the repair
• Coordinate with property engineers to schedule repair work and ensure timely completion
• Act as the primary point of contact for tenants throughout the repair process, providing regular updates on the status of their requests
• Manage relationships with third-party vendors and contractors, including negotiating bids, ensuring compliance with contractual obligations, and monitoring project progress and quality
• Monitor repair costs and budgets, and identify opportunities for cost savings without sacrificing quality or tenant satisfaction
• Collaborate with other members of the property management team to ensure a high level of tenant satisfaction and a well-maintained property

Off-Hours Requirements of the Role

Maintenance is a 24 hour business - items can break in a home at any time of day. In order to provide the best service for our tenants, we maintain staffing that allows an effective 24/7 coverage for all emergencies across our portfolio. You will:

• On a rotational basis, perform on-call duties (one 24 hour shift per week) in which you own all emergency requests submitted during your shift. Don't worry, we systematically flag only true emergencies, so on the off chance you get called you know it's not a drill.
• On a rotational basis, provide weekend coverage: ~once a month you will work normal business hours on Saturday & Sunday. To offset this cost, you will be given the preceding Wednesday-Friday off to prepare for your weekend shift

Preferred Qualifications

• Bachelor's degree in business administration, property management, vendor management or related field
• 5+ years of experience in property management, facilities management, or a related field
• Strong organizational and multitasking skills, with the ability to prioritize tasks effectively
• Excellent communication and interpersonal skills, with the ability to interact professionally with tenants, vendors, and other stakeholders
• Strong problem-solving skills, with the ability to analyze complex repair requests and develop effective solutions
• Knowledge of property management software, such as Yardi, Appfolio, or MRI, preferred
• Understanding of building systems and construction processes
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Proficient in managing large amount of work from behind a computer, where big data systems are your tool
• Availability to work outside of regular business hours as needed - (See Off-Hours Requirements of the Role)

Perks & Benefits

Top of the market compensation and benefits. Salary + industry leading monthly bonus structure. PTO, Fully Covered Health/Dental, 401K , plus much more. We are hand-picking a very small team of the best, and we'll make sure you feel like the best so you can perform at your best. Performance will equal extremely robust monthly bonus potential.

A+ Work Environment. We work hard and have a lot of fun doing it. We all take a lot of pride in being the best managers of homes in America and everything we do is around constantly improving individually and as a team.

We're servicing the largest portfolio of affordable housing in the heart of America. We need brains and passion to make it happen and to make it happen in style.