About this role
Role Overview We are seeking a reliable and responsive Overnight Emergency Maintenance Coordinator to serve as the first point of contact for tenant emergency maintenance issues outside of business hours. This role is critical in ensuring tenant satisfaction and timely resolution of urgent property issues. Key Responsibilities ● Answer incoming emergency maintenance calls from tenants ● Assess and triage maintenance issues (determine urgency and next steps) ● Contact and dispatch third-party emergency maintenance vendors ● Clearly communicate issue details to vendors ● Confirm vendor dispatch and estimated arrival times ● Follow up with tenants to confirm technician arrival ● Track job progress and confirm completion ● Conduct post-service follow-ups with tenants (gather feedback) ● Document all interactions and updates in system
Requirements ● Strong spoken English ● Excellent phone communication and customer service skills ● Ability to remain calm under pressure and handle difficult tenants
● Strong problem-solving and decision-making skills ● Ability to work independently during overnight hours
Preferred Qualifications ● Experience with property management workflows ● Bilingual (English/Spanish) highly preferred ● Familiarity with tools like: ○ Call handling systems (e.g., Vonage) ○ CRM or ticketing systems ● Experience in property management, maintenance coordination, or call handling preferred
Success Metrics ● Fast response and resolution times ● Tenant satisfaction ● Accurate communication with vendors ● Proper documentation of all cases