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: <7 days average).
• On-time scheduling and dispatching accuracy.
• Client satisfaction and communication quality.
• Documentation accuracy: photos, notes, invoice details.
• Repeat work/warranty call reduction.
• Technician/vendor response rate and scheduling efficiency.

SKILLS & QUALIFICATIONS

Required

• 1–3 years experience in property management, maintenance coordination, or service dispatching.
• Strong communication skills—verbal and written.
• Ability to manage 40–150 work orders simultaneously across multiple markets.
• High attention to detail and documentation accuracy.
• Proficiency with digital work order systems (Buildertrend, or similar).
• Ability to remain calm, organized, and solutions-focused in a fast-paced environment.

Preferred

• Experience coordinating handyman or residential maintenance work.
• Knowledge of basic home repair terminology and scopes (HVAC, plumbing, electrical, carpentry, etc.).
• Prior experience with national or multi-market portfolios.
• Strong problem-solving skills with a customer-first mindset.

CORE COMPETENCIES

• Organization & Prioritization — Manages multiple tasks with accuracy and speed.
• Customer Service — Clear, friendly, solutions-driven communication.
• Accountability — Takes ownership of deadlines, SLAs, and documentation.
• Critical Thinking — Can assess scope issues and troubleshoot repairs with field techs.
• Collaboration — Works closely with operations, vendors, scheduling, and leadership.
• Adaptability — Adjusts quickly with client needs, emergencies, or workload changes.

WHY THIS ROLE MATTERS

The Home Services Project Coordinator is the backbone of our maintenance and handyman service delivery.

This role ensures:

• Clients stay confident in our consistency
• Residents receive timely repairs
• Technicians stay fully supported
• SLA performance continuously improves
• Our national reputation for reliability strengthens

This position plays a critical part in scaling operations across all markets and ensuring every project is completed efficiently, professionally, and with top-tier communication.