Position Summary
The Maintenance Coordinator is responsible for coordinating maintenance requests across Moo's residential portfolio, including receiving and prioritizing work orders, scheduling technicians and vendors, communicating with residents, monitoring repair progress, and ensuring maintenance records are complete and accurate.
This position serves as a central coordination point between residents, Property Management, Maintenance Technicians, vendors, and Operations. The Maintenance Coordinator is expected to maintain timely communication, strong follow-through, accurate documentation, and appropriate escalation of urgent or unresolved maintenance matters.
The Maintenance Coordinator works closely with Property Management and Operations to support property condition, resident experience, repair completion, vendor accountability, and efficient maintenance operations.
Key ResponsibilitiesMaintenance Request & Work Order Management
- Receive, review, and respond to resident and internal maintenance requests through approved Company channels.
- Gather sufficient information regarding each maintenance issue, including location, symptoms, urgency, access information, photographs, and other relevant details.
- Create, categorize, prioritize, and assign work orders in the Company's designated maintenance or property management system.
- Monitor open work orders and follow up consistently until repairs are completed, documented, and appropriately closed.
- Maintain accurate work order status, notes, photographs, invoices, completion information, and resident communication records.
- Support Company targets for response time, completion time, resident satisfaction, and maintenance cost control.
- Maintain an organized queue of new, scheduled, in-progress, pending, escalated, and completed work orders.
Scheduling & Dispatch Coordination
- Schedule and dispatch Maintenance Technicians, vendors, and service providers based on urgency, location, skill requirements, availability, and workload.
- Coordinate appointment windows, property access, keys, lockbox information, resident availability, and other logistics necessary for service.
- Confirm scheduled assignments and ensure technicians or vendors have sufficient work-order information before dispatch.
- Follow up promptly on missed appointments, incomplete repairs, rescheduling needs, and work requiring additional visits.
- Balance routine maintenance scheduling with urgent issues and communicate material scheduling conflicts or capacity constraints to management.
Resident Communication & Service Coordination
- Communicate professionally with residents regarding maintenance requests, appointment windows, access needs, status updates, delays, and completion.
- Provide accurate information regarding maintenance procedures and expected next steps without making unauthorized promises regarding scope, cost, timing, or liability.
- Follow up with residents after service when necessary to confirm whether the reported issue has been resolved.
- Coordinate with Property Management regarding resident concerns, access issues, recurring complaints, habitability concerns, or lease-related matters affecting maintenance.
- Escalate resident disputes, repeated service failures, significant property damage, safety concerns, or unresolved maintenance matters to management.
- Maintain confidentiality of resident, property, vendor, and Company information.
Vendor & Repair Coordination
- Maintain current information regarding approved vendors, service areas, trade capabilities, contact information, and applicable Company procedures.
- Obtain quotes, estimates, availability, or supporting documentation from vendors when assigned or required by Company procedures.
- Review vendor invoices and supporting documentation for basic accuracy and consistency with approved work before routing for approval or payment.
- Coordinate follow-up work, parts, materials, return visits, and vendor access needed to complete repairs.
- Report recurring vendor performance issues, excessive delays, incomplete work, pricing concerns, or documentation gaps to management.
Emergency & Priority Maintenance Coordination
- Recognize and appropriately prioritize maintenance requests that may involve health, safety, security, water intrusion, loss of essential services, or significant property damage.
- Follow Company escalation procedures for urgent and emergency maintenance situations.
- Promptly notify appropriate management personnel of significant incidents, suspected habitability issues, repeated failures, or conditions requiring higher-level decisions.
- Maintain clear communication with residents, technicians, vendors, and internal stakeholders during urgent situations.
- Document emergency and priority maintenance actions, communications, assignments, and outcomes accurately.
Property Management & Cross-Functional Coordination
- Coordinate closely with Property Management regarding resident requests, unit access, property conditions, move-in or move-out repairs, and recurring maintenance concerns.
- Communicate significant property condition concerns, deferred maintenance, or repeated repair patterns to the appropriate manager.
- Coordinate with Operations, accounting, and other internal teams regarding vendor documentation, invoices, approvals, purchasing, and maintenance-related records as assigned.
- Escalate operational issues that may negatively affect resident experience, property condition, legal compliance, safety, or maintenance performance.
Reporting & Performance
- Maintain accurate and timely records of work orders, assignments, resident communications, vendor communications, estimates, invoices, photographs, completion notes, and follow-up activity.
- Track assigned maintenance KPIs and operational performance metrics.
- Participate in regular maintenance, property management, and performance meetings as required.
- Provide updates regarding open work orders, overdue repairs, emergency issues, vendor delays, recurring problems, and pending approvals.
- Identify opportunities to improve response time, scheduling efficiency, vendor performance, documentation, resident communication, preventive maintenance, and overall maintenance operations.
Performance Expectations
Performance may be evaluated based on factors including, but not limited to:
- Maintenance request response time
- Work order assignment and scheduling timeliness
- Average work order completion time
- Urgent and emergency issue escalation timeliness
- Open and overdue work order volume
- First-visit completion and repeat-repair rate
- Resident follow-up and communication completion
- Work order and maintenance record accuracy
- Vendor coordination and invoice documentation accuracy
- Resident service quality and satisfaction
- Attendance and schedule reliability
- Compliance with Company maintenance procedures, approval requirements, and escalation protocols
Specific performance targets may be established and updated separately based on portfolio needs, property conditions, staffing, vendor capacity, and Company objectives.
Minimum Qualifications
- High school diploma or equivalent.
- Strong written and verbal communication skills, including the ability to communicate professionally with residents, technicians, vendors, and internal teams.
- Strong customer service, coordination, and interpersonal skills.
- Ability to remain organized and professional while handling urgent requests, competing priorities, and resident concerns.
- Strong organizational skills and attention to detail.
- Ability to manage multiple work orders, technicians, vendors, appointments, resident communications, and follow-up activities simultaneously.
- Comfortable using computers, online communication platforms, spreadsheets, property management systems, and work-order or maintenance tracking software.
- Ability to work independently, exercise sound judgment within assigned authority, and follow established Company procedures.
- Reliable transportation and ability to travel between assigned properties, vendor locations, or supply locations when required.
Preferred Qualifications
- Associate's or bachelor's degree in business, property management, facilities management, construction, or a related field.
- Previous experience in residential property management, maintenance coordination, facilities, construction, customer service, dispatch, or a related field.
- Experience coordinating maintenance technicians, contractors, vendors, or field service personnel.
- Familiarity with property management, work-order, maintenance, or field-service software.
- Basic understanding of common residential maintenance issues, repair trades, vendor scopes, and property operations.
- Bilingual proficiency in English and Mandarin Chinese is a plus.
Core Competencies
- Resident Service Focus
- Urgency & Prioritization
- Communication
- Follow-Through
- Organization
- Attention to Detail
- Accountability
- Problem Solving
- Adaptability
- Team Collaboration
- Ownership
Pay: $20.00 - $27.00 per hour
Expected hours: 40.0 per week
Work Location: In person
