Home Services Project Coordinator

Department:
 Home Services (Occupied Maintenance & Handyman)

Position Type:
 Full-Time

Location:
 In Office Zip Code 77090

POSITION SUMMARY

The 
Home Services Project Coordinator
 oversees and manages residential repair and small-project work orders our national portfolio. This role ensures timely scheduling, clear communication, SLA compliance, and exceptional service delivery for occupied maintenance, handyman tasks, and minor repair projects. The Coordinator acts as the central communication hub between clients, residents, technicians, vendors, and internal operations teams, ensuring that every work order moves efficiently from intake to completion.

KEY RESPONSIBILITIES

Work Order Intake & Assessment

• Review and process incoming repair, maintenance, and handyman work orders from client portals.
• Validate scope, notes, photos, and client requirements for accuracy and completeness.
• Prioritize work orders based on urgency, scope, and service-level agreements (SLAs).

Scheduling & Dispatch

• Assign work orders to our in house technicians or approved vendor partners.
• Coordinate technician availability, travel routes, and estimated completion times.
• Manage scheduling adjustments due to delays, resident conflicts, or scope changes.
• Confirm access windows with tenants for occupied homes.

Client & Resident Communication

• Serve as the main point of contact for daily updates, approvals, and repair status.
• Provide professional, timely updates to property management clients.
• Communicate scheduling, expectations, and repair steps with residents.
• Handle escalations, conflicting information, or questions with clarity and professionalism.

Project Tracking & Workflow Management

• Monitor work progress from assignment until completion.
• Track aging work orders to prevent SLA breaches and escalations.
• Update internal trackers and operations dashboards daily.
• Ensure accurate documentation, completion photos, invoices, and technician notes.

Approval & Cost Coordination

• Request client approval for additional repairs, material purchases, or NTE adjustments.
• Ensure all work remains within budget and documented in portals.
• Communicate material needs and coordinate retrieval with technicians.

Vendor & Technician Support

• Provide scope clarification and troubleshooting for field teams.
• Maintain positive relationships with vendor partners and ensure performance meets our standards.
• Follow up on incomplete, delayed, or returned work orders.

Quality Assurance

• Review before/after photos for compliance with client requirements.
• Flag warranty issues and coordinate corrective action.
• Verify work orders are properly closed out with all required documentation.

Issue Resolution

• De-escalate resident or client concerns related to scope, delays, or communication gaps.
• Resolve property access issues, incorrect repairs, or scheduling challenges.
• Identify recurring issues and propose workflow improvements.

KEY PERFORMANCE INDICATORS (KPIs)

• SLA compliance (goal 85–90% on-time completion).
• Work order aging reduction (goal: