Maintenance Call Center Coordinator
Company: FirstKey Homes, LLC
Posted on: June 6, 2021
The Maintenance Call Center
Coordinator will handle inbound maintenance request calls from
residents in FirstKey Homes properties from all markets. This role
will use scripts and systems to troubleshoot the maintenance issue
by either helping the residents resolve this issue themselves or
generate work orders for in-market maintenance teams.
next-in-queue inbound calls from residents regarding property
- Follow scripts to
gather information from the resident to identify the property,
confirm the resident’s identity, and lease terms.
- Navigate problem
“trees” in Yardi to narrow the issue into trackable
- Capture all
necessary information from the resident to identify the true issue
and appropriate solution by listening carefully, asking questions,
displaying empathy and providing direction to the
- Help the resident
resolve issues that can be addressed directly by the resident
(e.g., resetting a circuit breaker switch).
- Advise residents on
repairs that are the responsibility of the resident, per the lease
- Generate work
orders in Yardi property management system with complete and
concise information for the
in-market maintenance teams to respond in accordance with FirstKey
Homes service level agreements.
- Monitor, review,
edit and process maintenance requests coming through the online
resident portal. This may require rewriting, coding and making
outbound calls to the resident if more information is
- Contact market team
for resident on their behalf if necessary.
- Initiate outbound
calls to residents when follow up is required. For example, provide
residents directions to keep technicians safe during scheduled
- Perform soft
transfers to other teams such as collections and
- Contact public
utility providers on behalf of the resident during limited
circumstances (e.g, a gas leak).
- This brief summary
is not an all-inclusive description of job duties. Other job duties
and responsibilities may also be assigned by the incumbent’s
manager at any time based upon Company need.
To perform this job successfully,
an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of
the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
- High School Diploma
- Minimum 1-year of
full-time, successful call center experience
- Working knowledge
of maintenance and home repair
PREFERRED EDUCATION AND
- Experience using
Yardi Voyager or similar property management program
- Dispatch experience
such as trucking, logistics, repair services, etc.
- Understanding of
maintenance project specifications and scopes of work
- Working knowledge
of air conditioning, appliances, plumbing, carpentry, roofing,
electricity, carpet, vinyl, windows, painting, and
- Proficient in
Spanish, both reading and writing
- Customer Service —
Knowledge of principles and processes for providing customer and
personal services. This includes customer needs assessment, meeting
quality standards for services, and evaluation of customer
- Clerical —
Knowledge of administrative and clerical procedures and systems
such as word processing, managing files and records, stenography
and transcription, designing forms, and other office procedures and
- Active Listening —
Giving full attention to what other people are saying, taking time
to understand the points being made, asking questions as
appropriate, and not interrupting at inappropriate
- Speaking — Talking
to others to convey information effectively.
- Writing —
Communicating effectively in writing as appropriate for the needs
of the audience.
- Service Orientation
— Actively looking for ways to help people.
Thinking — Using logic and reasoning to identify the strengths
and weaknesses of alternative solutions, conclusions or approaches
- Judgment and
Decision Making — Considering the relative costs and benefits of
potential actions to choose the most appropriate one.
WORK STYLES &
- Attention to
Detail — Job requires being careful about detail and thorough
in completing work tasks.
- Cooperation —
Job requires being pleasant with others on the job and displaying a
good-natured, cooperative attitude.
- Concern for
Others — Job requires being sensitive to others' needs and
feelings and being understanding and helpful on the
- Self-Control —
Job requires maintaining composure, keeping emotions in check,
controlling anger, and avoiding aggressive behavior, even in very
Tolerance — Job requires accepting criticism and dealing
calmly and effectively with high stress situations.
- Adaptability/Flexibility— Job requires being open to change (positive or
negative) and to considerable variety in the
FirstKey Homes is
an equal opportunity employer and will not tolerate discrimination
in employment on the basis of race, color, age, sex, sexual
orientation, gender identity or expression, religion, disability,
ethnicity, national origin, marital status, veteran status, genetic
information or any other legally protected classification or
This document is
provided by the Company for the benefit of its employees. It is not
a contract and does not create a contract of any kind. The Company,
at its sole discretion, may modify, suspend or terminate the
document at any time, with or without notice. Final interpretation
of the document and its provisions is the responsibility of the
Human Resources Department.
Keywords: FirstKey Homes, LLC, Marietta , Maintenance Call Center Coordinator, Other , Marietta, Georgia
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