Regional Service Manager

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team. 
 
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership. 

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. 

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

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Position Summary

The Regional Service Manager is a member of the Service team and is responsible for the management and oversight of the maintenance of occupied and/or vacant homes. The Regional Service Manager is responsible for several key performance indicators including resident satisfaction, self-performance metrics, cycle times, and adherence to budget. The Regional Service Manager is a working manager with oversight over service coordination and process implementation in addition to coaching, teaching and training the service team as well as any service team tasks assigned by the Regional Service Director.

Essential Functions

• Manage Service to provide outstanding customer service and timely resolution to resident requests on both occupied and vacant home issues
• Will provide gap coverage for the Regional Service Director and Service Managers and must have extensive knowledge of vendors, vendor pricing, service technician skill levels and geography and traffic patterns in multiple markets.
• Plans, organizes and directs a program of building and property maintenance
• Directs, manages, and mentors assigned service team members; assign projects, creates schedules, provides support and oversees total work functions of the department and service employees therein
• Supervises and coordinates the work order system: receives work reports by phone or in writing, logs in work order and inputs into the work order system; dispatch the work order to appropriate personnel; receives completed work orders; initiates chargebacks if applicable; generates, reviews and monitors work order status reports and closes out work orders in a timely manner
• Supervises the performance of limited bookkeeping/accounting functions for the department: allocates and recaps time/material cost to each cost center; maintains departmental payroll and attendance records; keeps outside contractor cost records, etc
• Coordinates assigned purchasing functions for the department following established policies and procedures
• Coordinates, oversees, manages and schedules routine and scheduled inspections as needed
• Monitor and manage response times, resident satisfaction, and the overall productivity and efficiency within their portfolio
• Review workload and approve use of third-party vendors as appropriate. Reviews vendor pricing and has elevated approval authority for  invoices for completed work
• Diagnose and perform repairs as scheduled and workload permits
• Follow-up on service orders to ensure resident satisfaction with the work completed and works to resolve issues with dissatisfied customers
• Manage and execute inspection programs to improve resident satisfaction, control unit turn costs and maximize average length of tenancy
• Comply with the Company’s national procurement policy and program
• Oversee fleet compliance and manage effective scheduling to promote efficiencies
• Oversee vendors to ensure the best possible outcome on service requests, that residents are highly satisfied, and expenses and costs stay within stated company targets
• Communicate effectively with all team members
• Comply with all Company applicable health and safety rules and regulations, as well as ensure all properties are compliant with local, state and federal health and safety laws
• Performs other related duties as required and/or assigned
• Coordinate activities to maximize the efficiency of all processes
• Ensure that all required training is completed in a timely manner
• Ensure that workplace safety standards and practices are always followed
• Performance management of personnel including, reviews, corrective action, mentoring, development and performance improvement plans

Qualifications

• 5 or more years of experience with operations and maintenance in multi-family, commercial or military housing; or experience with construction management, construction and repair; or equivalent work experience as a residential construction superintendent for either production or large-scale custom home building operation

• High school diploma or equivalent required

• Valid Driver's License required

• Ability to work flexible hours which may include some weekends and evenings.

• Available for on-call service

• Ability to review and understand cost estimates and scopes of work and in tune with current labor rates in given MSA

• Effective communication skills, 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 given geographic area

• Extensive knowledge of Plumbing, Electrical, HVAC, Flooring, Appliances, Landscaping and Irrigation Systems as they relate to residential homes

• Required equipment - Employee must have their own basic tools required to perform ongoing service in residential environment. (Some tools provided)

• 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 must be able to put customers at ease

• Strong skills with MS office products including Excel

• Salesforce and/or Yardi experience strongly preferred

• Proven record of working independently and with minor supervision

• Ability to work in a fast-paced environment

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection. 

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
   

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
 
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v. 
 

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