Maintenance Coordinator (Facility or Building Engineers or Construction)

Our team of Maintenance Dispatchers is responsible for the flawless handling of every work order, every day. Each Maintenance Dispatcher owns one or more markets, and partners closely with our in-house maintenance technicians to ensure our lofty aspirations become reality.

Your Mandate

• Triage: Time is of the essence. When new issues come in, you are quick and efficient at routing them to the most efficient resource capable of completing the work in a timely manner. Using our in-house Property engineers is always best - Cheaper + Faster, but certain cases require elevated expertise we need to outsource. You own this critical decision which is impacting thousands of residents and $millions.
• Resident Communications: We treat our residents the way we would want to be treated. There are no shortcuts (chatbots). You take pride in knowing others have peace-of-mind and go the extra mile to ensure our residents know what’s going on with their inquiries.
• Efficient Resolution: You will review work done in your metros. Done is done. You will hold an incredibly high bar to ensure work you direct is completed as you expect, or you will have no fear of sending someone back out to meet the standard.
• Spend Management: We believe that we win as one and lose as one. Lofty aspirations are ultimately only sustainable if they are profitable. We rely on you to tee up cost effective work and ensure we are only using vendors when and where we truly need them, identifying and acting on levers to improve our efficiency going forward.

How do we measure success?

American Avenue is a data-driven company. As a Maintenance Dispatcher, you will be provided comprehensive dashboards that help guide where you spend your time. On the flip side, you will be responsible for critical performance indicators that we expect you to drive positively.

• Response Time: How long on average does it take you to address action items in your queue including: Triage, replying to residents, reviewing and certifying work, etc.
• Resolution Time: How long on average does it take for you to ensure work is done? What proportion of your work gets so old others have to get involved?
• Resident Satisfaction: Great Maintenance Dispatchers are relentless in minimizing time to resolve work orders, keeping residents updated of progress, and ensuring work is done right, the first time. Combined, these are the ingredients to happy residents, which every Maintenance Dispatcher is responsible for ensuring.

Basic Qualifications

• Must have experience in construction related fields able to properly assess the severity and complexity of work orders remotely. Preferred 5+ years of experience in property management, facilities management, or a related field.
• English fluency is required, along with excellent communication and interpersonal skills, with the ability to interact professionally with tenants, vendors, and other stakeholders
• Strong organizational and multitasking skills, with the ability to prioritize tasks effectively
• Strong problem-solving skills, with the ability to analyze complex repair requests and develop effective solutions
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Proficient in managing large amount of work from behind a computer, where big data systems are your tool