The Service Coordinator plays a key role in supporting service operations, serving as the central administrative link between residents, service teams, and vendors. This role is responsible for scheduling, work order management, vendor coordination, and resident communication to ensure timely and efficient service request completion.
The Service Coordinator works under the direction of the Service Manager and collaborates with Lead Technicians, ensuring that work orders are triaged correctly, residents receive timely updates, and vendors complete services efficiently. This position requires high energy, strong organizational skills, and the ability to handle a large volume of calls and system updates while maintaining excellent resident service.
ESSENTIAL DUTIES
- Coordinate and manage service requests by accurately entering, scheduling, updating, and closing work orders, while assigning technicians and vendors for efficient routing and timely service.
- Serve as the primary point of contact for residents, managing service requests, scheduling, and follow-ups via phone, email, and resident tickets.
- Respond to and manage resident service tickets, addressing resident inquiries, escalating urgent issues, and ensuring timely follow-ups.
- Collaborate cross-functionally with service teams and property operations to ensure a seamless resident experience and timely issue resolution.
- Communicate with vendors and service teams, confirming work order assignments, verifying work completion, and resolving scheduling conflicts.
- Monitor work order progress and follow up on outstanding service requests, escalating as needed to the Service Manager or Lead Technician.
- Use Power BI and other reporting tools to track service trends, assess response times, and provide insights on operational needs.
- Identify scheduling gaps, delays, or inefficiencies, bringing them to the attention of the Service Manager and/or Lead Technician.
- Maintain accurate records in work order systems, ensuring compliance with company policies and reporting requirements.
- Support the Service Manager and Lead Technicians with data entry, performance tracking, and service-related administrative tasks as needed.
Additional duties may be assigned as needed.
WORKING CONDITIONS
- Office-based role with a focus on high-volume resident communication and work order coordination.
- Frequent phone, email, and system interactions, requiring strong communication and multitasking skills.
- Extended periods of computer use, including data entry, scheduling, and reporting tasks.
- Cross-functional collaboration with service teams, vendors, and internal teams to ensure resident and district needs are met.
- Standard business hours, with occasional evening or weekend support as needed based on resident or operational demands.
REQUIRED EDUCATION & EXPERIENCE
- High School Diploma or equivalent required.
- 1+ years of experience in an administrative, customer service, or operations support role.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Experience managing work orders, scheduling, and coordinating service tasks.
- Exposure to data tracking and reporting tools (Power BI preferred) for monitoring service trends and operational insights.
- Strong verbal and written communication skills, with the ability to interact professionally with residents, service teams, and vendors.
PREFERRED EDUCATION & EXPERIENCE
- Experience in property management, real estate, or service operations.
- Familiarity with work order and customer service management systems.
- Bilingual in Spanish (reading & writing) preferred.
- Knowledge of basic service and repair terminology (e.g., HVAC, plumbing, electrical).
- Experience in a fast-paced, high-growth environment with high-volume resident or customer interactions.
REQUIRED KNOWLEDGE
- Service Operations Support – Understanding of work order processes, scheduling, and vendor coordination.
- Customer Service – Knowledge of resident needs, service expectations, and issue resolution best practices.
- Data Tracking & Reporting – Exposure to analyzing service trends, response times, and work order efficiency using tools like Power BI.
- Work Order & Service Systems – Familiarity with platforms for managing service requests and resident interactions.
- Administrative & Clerical – Knowledge of data entry, record-keeping, scheduling, and workflow coordination.
REQUIRED SKILLS
- High-Volume Communication – Ability to handle a large number of calls, emails, and resident inquiries professionally and efficiently.
- Time Management – Strong ability to prioritize multiple service requests, administrative tasks, and scheduling in a fast-paced environment.
- Data Analysis & Reporting – Basic proficiency in Power BI or similar reporting tools to track service trends and operational performance.
- Attention to Detail – Ensures accurate data entry, scheduling, and tracking of work orders and service requests.
- Problem-Solving – Quickly identifies service delays or issues and escalates them appropriately.
- Vendor & Technician Coordination – Ability to schedule, track, and follow up on service tasks with efficiency.
- Resident-Focused Approach – Committed to delivering excellent resident service and satisfaction.
- Technical Proficiency – Familiarity with service management platforms such as Yardi, Facilgo, customer service software, or similar systems.
- Collaboration & Teamwork – Works effectively with service teams, vendors, and internal stakeholders to ensure smooth service operations.
WORK STYLES & BEHAVIORS
- Highly Organized – Ability to manage multiple priorities, keep detailed records, and ensure timely follow-ups.
- Resident-Focused – Committed to delivering excellent resident service and a seamless resident experience.
- Proactive & Detail-Oriented – Identifies service gaps, inefficiencies, or escalations and ensures timely resolution.
- Dependable & Reliable – Follows through on assigned tasks with accuracy and consistency.
- Tech-Savvy & Data-Driven – Comfortable using digital tools, reporting systems (Power BI), and work order platforms.
- Strong Communication Skills – Able to interact effectively with residents, service teams, vendors, and internal teams.
- Collaborative & Team-Oriented – Works cross-functionally to support service operations and resident needs.
- High Energy & Drive – Thrives in a fast-paced, high-contact role with frequent calls, scheduling, and system interactions.
- Adaptable & Resilient – Remains flexible and responsive in a dynamic work environment.
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 status.
