About this role
*Position Objective:* To coordinate the day-to-day intake, triage, communication and administration of maintenance requests across Circle?s scattered portfolio of houses in Toronto. The Maintenance Intake Coordinator is a primary point of contact for tenants reporting repair issues and is responsible for asking the right questions, completing basic troubleshooting, assessing urgency, creating clear and accurate work orders, coordinating access and service, and following work through to resolution. This is a highly computer-based coordination role that requires practical knowledge of common single-family home maintenance problems, excellent judgment, patience, and clear communication. The position works closely with Maintenance technicians, contractors, Tenant Services and other Circle staff to support timely, practical and well-documented maintenance service.
*Core Competencies:*
* Common sense and good judgment - Able to assess situations practically, identify the important facts, determine appropriate next steps, and recognize when an issue requires escalation. * Maintenance knowledge - Strong working understanding of common maintenance problems in single-family homes and the ability to guide tenants through safe, basic troubleshooting before dispatching staff or contractors where appropriate. * Effective and patient communication - Communicates calmly, clearly and respectfully with tenants, staff and contractors, including when a tenant is frustrated, anxious or dealing with an urgent problem. * Organized and reliable - Able to manage a high volume of work orders, calls, emails, follow-ups and scheduling details while maintaining accurate records and ensuring issues do not fall through the cracks
*Job Duties & Responsibilities*
Maintenance Intake & Troubleshooting
* Act as a primary intake point for tenant maintenance requests received by phone and work order system and other established channels. * Ask clear and practical diagnostic questions to understand the nature, location, severity and likely cause of reported maintenance problems. * Provide safe, basic troubleshooting guidance for common household issues where appropriate, including items such as tripped breakers, blocked or slow drains, running and clogged toilets, loss of heat, thermostat settings, furnace filters, leaks, appliance concerns, doors/locks and other routine residential maintenance issues. * Identify emergency, urgent and routine maintenance issues and assign appropriate priority based on established procedures, health and safety considerations, risk of property damage and service requirements. * Recognize situations requiring escalation. * Provide tenants with clear instructions on immediate damage-mitigation or safety steps where appropriate, such as shutting off a fixture or water supply, while ensuring professional attendance is arranged when required.
Work Order Coordination
* Create complete and accurate work orders in Yardi, including clear descriptions, troubleshooting completed, priority, access information, photographs or supporting information where available, and relevant history. * Assign, schedule and coordinate work with internal Maintenance staff and approved contractors in accordance with established procedures and direction from the Maintenance Director. * Coordinate appointments and access with tenants and ensure staff and contractors have the information required to attend prepared and complete the work efficiently. * Review open work orders regularly, follow up on outstanding or delayed work, and escalate aging, repeated or unresolved issues as appropriate. * Track contractor and staff updates, document completion notes and deficiencies, and arrange follow-up work where required. * Identify recurring maintenance issues or repeat service calls that may indicate a larger building, equipment or tenant-use concern and bring these to the attention of the Maintenance Director.
Tenant Communication & Service
* Provide tenants wit