Parkchester Preservation Management
JOB TITLE: SERVICE DEPARTMENT REPRESENTATIVE
LOCATION: Parkchester
DEPARTMENT/DIVISION: Service
FLSA STATUS: Non-Exempt
SUMMARY/OBJECTIVE
A Service Department Representative is at all times expected to be courteous and efficient, and is responsible for receiving and recording all service orders as well as scheduling, dispatching and when necessary confirming completion of all work performed in response to said orders. A Service Department Representative reports directly to the Service Department Manager or the Service Department Supervisor in instances when the Manager is absent. Duties of the position include, but are not limited to the following:
RESPONSIBILITIES
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Being customer service oriented, exhibited by appropriate phone skills and problem solving abilities
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Being computer literate with a complete understanding of resident maintenance services offered and the respective trade to dispatch in response to a service request/complaint/emergency.
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Having a complete understanding of the differences between condominium resident and PPM tenant services as well as all North and South Condominium common elements.
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Maintaining a good working knowledge of what constitutes an emergency warranting immediate action and how to appropriately respond to an emergency situation. The Service Representative must immediately notify the Department Manager/Supervisor of any and all such emergencies.
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Being proficient in the operation of the computer service program knowing how to utilize work histories and schedule convenient appointment(s) in a timely and sequential order for every resident service request and/or staff reported building problem. Dispatching appropriate personnel.
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Being able to deal with all situations and resident temperaments in a professional and courteous manner. Any situation that cannot be resolved or mediated must be referred to the manager/supervisor.
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Ensuring that time and date of the work to be performed is noted on all work orders and the resident/trade personnel are notified of the same. Prior to scheduling an appointment, a Service Representative must tell a tenant/resident when a service is “billable.”
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Serving as the liaison between the resident and all trade personnel. Communication is made possible through phones and radios.
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Collecting money orders or processing charges for all prepaid services. A receipt book will be maintained and a daily report submitted with all cash collected each day. Cash is accepted for keys and is also recorded in the receipt book and submitted at the end of each day.
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Notifying the Service Manager/Senior Supervisor of any appointments that were missed by any trade.
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Assisting in the training of all new service employees.
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Calling tenants at the request of a maintenance employee to verify that a tenant is not home. Information is to be entered into the service computer program.
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Verifying all phone numbers with residents and updating computer records, as needed.
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Maintaining and updating the key card file.
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Maintaining mailbox and cylinder information on the computer.
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Maintaining in the computer records, serial, make and model # of all refrigerators and stoves in PPM apartments.
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Dispensing apartment and mailbox keys to all residents after identification has been verified.
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Whenever a line problem exists (i.e. electrical/moisture condition, TV wiring, exterminating, plumbing, heat, etc.) notifying tenants by phone or mail that immediate access is needed to their respective apartments. Arranging an access schedule in coordination with tenants and respective trade.
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Attending to residents at the Service Counter which is open Monday through Friday, 8:30 – 4:45.
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On an as needed basis, covering phones and reception area.
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Generating all eviction/move-out work orders and performing all follow up work associated with same. (Which includes upon confirmation of eviction/move-out, generating work orders to change the apartment and mailbox cylinders and schedule a vacate inspection, removing key card from file to go to storage and closing of all open and outstanding work orders.)
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Arriving at 7:30 A.M., when assigned to early morning coverage, to assist trade personnel in verifying tenants not home, getting correct phone numbers, as well as any other information necessary until the department officially opens at 8:30.
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Generating all violation tickets for PPM, South & North Condominium. These work orders are to be listed in a central diary so that on the day prior to the date of service the respective tenant/resident will receive a call to remind him/her of the scheduled appointment.
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Generating common element work orders and follow up work orders when necessary and as requested by trade personnel.
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Assuming duties of Ticket Closer on an as needed basis.
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Performing tasks associated with special projects assigned to or initiated by the Service Department.
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Service representative must know all prices on price list to be given on demand for each entity PPM, PSC and PNC when it’s needed for a required to be billed or paid for in advance.
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Filing of all lease commencement of occupancy notices for prevention or lead based paint hazardous.
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Schedule and confirm appointments for special (follow up) projects for the condominium (ex: wall board removals, roof repairs, plumbing, exterminating, heat.
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Generating work orders from night handyman/DPS/plumbing night log from PSC & PNC.
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Ensuring all closed work orders are file properly.
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Notifying the service manager/supervisor of any continuous missed appointments by any trades.
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Ensuring that all emergencies (ex: water shut down, heat, elevator problems) are recorded and left on the service emergency que so that tenants are aware of such repairs being addressed and taken care of.
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Performs additional assignments as required by the operation.
QUALIFICATIONS
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Ability to manage multiple projects, prioritize and meet deadlines in a fast-paced environment
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Excellent interpersonal and communication skills, with demonstrated ability to speak and write clearly
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Excellent organization, time management, and follow-up skills
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Acute attention to detail
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Highly proficient with MS Office
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Demonstrated ability to be self-directed and take initiative
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Demonstrated ability to maintain professionalism and confidentiality
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Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
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Ability to establish and maintain healthy working relationships with people throughout the course of work
PTO/Medical/Dental/Vision/401K plans offered
Parkchester Preservation Company Property Services, LLC/Parkchester Preservation Management, LLC (PPCPS/PPM) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, PPCPS/PPM complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
