Service & Onboarding Coordinator

Service & Onboarding Coordinator

Duncan Real Estate is seeking an organized, tech-savvy, service-minded professional to join our Vacation Rental team as a Service & Onboarding Coordinator.

This is a coordination and operations role centered around keeping our vacation rental properties organized, accurate, well-maintained, and operating at Duncan Real Estate standards from the moment a new property enters our program and throughout its time under our management.

The role combines property onboarding, ongoing property coordination, maintenance coordination, and property information management. These responsibilities are closely connected and work together as part of the day-to-day oversight of our properties.

Because we maintain our vacation rental homes to a high standard and work proactively to address property needs, this is not a position spent handling maintenance calls all day. Service issues are one part of the role. When they do arise, this person will take ownership of coordinating the response and making sure the issue is fully resolved.

We are looking for someone who enjoys keeping moving pieces organized, follows through without needing to be reminded, is comfortable with technology, and wants the opportunity to grow with the company long term.

Property Onboarding & Ongoing Coordination

The Service & Onboarding Coordinator will take ownership of the operational onboarding process for new vacation rental properties entering the Duncan Real Estate management program.

From the beginning of onboarding, this person will help make sure every operational detail is accounted for, assigned, completed, documented, and ready before the property launches.

Responsibilities include:

• Managing the onboarding checklist for each new property
• Assigning tasks to the appropriate employees and departments
• Tracking progress and following up on outstanding items
• Scheduling photography, inspections, maintenance, installations, and other property services
• Coordinating the operational setup of the property
• Conducting property inspections when necessary to verify readiness, condition, or completion of outstanding items
• Ensuring required property information is collected and entered into our systems
• Reviewing information for accuracy and completeness
• Identifying missing details or unfinished tasks before launch
• Completing a final review to ensure the property is fully prepared and meets Duncan Real Estate standards

The Service & Onboarding Coordinator works in tandem with our Owner Coordinator during the onboarding process. These are separate roles with their own areas of responsibility. The Service & Onboarding Coordinator handles the operational coordination, execution, and completion of the onboarding process.

Once a property is onboarded, that responsibility naturally continues into helping keep its operational information accurate and current.

When an owner, maintenance technician, vendor, or team member provides updated information about a property, it will be routed through the Service & Onboarding Coordinator. This person will make sure the information is documented and updated wherever necessary so our team is always working with accurate property information.

Updates may include:

• Access information
• Wi-Fi information
• Appliances and equipment
• Property instructions
• Amenities
• Maintenance information
• Owner instructions
• Vendor details
• Other operational changes

As needed, this person may also conduct property inspections to verify condition, confirm that work has been completed properly, identify operational concerns, or ensure the property continues to meet Duncan Real Estate standards.

The goal is simple: our properties should remain as organized and accurate after years in our program as they were the day they were onboarded.

Service & Maintenance Coordination

When a guest reports a maintenance or property issue, the Service & Onboarding Coordinator will manage the communication and coordination needed to resolve it.

This person is not expected to perform maintenance. Their responsibility is to make sure the right person is responding, everyone involved has the information they need, and the issue does not get lost along the way.

Responsibilities include:

• Communicating with guests regarding property or maintenance concerns
• Coordinating our maintenance technicians to address guest issues
• Prioritizing service needs appropriately
• Scheduling outside vendors such as HVAC companies, electricians, plumbers, appliance technicians, or other professionals when needed
• Keeping guests informed while an issue is being addressed
• Communicating with property owners when a repair, replacement, approval, recurring issue, or other property concern requires their involvement
• Following up with technicians and vendors when additional work is needed
• Making sure relevant information learned during a service call is added to the property's records
• Following up with guests after service to confirm that the issue has been resolved
• Tracking outstanding issues through completion

This is where the different parts of the position work together. A maintenance technician may discover updated information about an appliance. An owner may approve a replacement. A vendor may provide new equipment information. The Service & Onboarding Coordinator makes sure the immediate issue is resolved and that the property's information is updated accordingly.

The responsibility does not end when a technician is dispatched. This position closes the loop.

Technology, Organization & Process Improvement

Technology is an important part of this position.

Our systems and processes will continue to evolve, and we are looking for someone who is comfortable evolving with them.

The ideal candidate is confident working across multiple software platforms, learns new technology quickly, and is interested in finding more efficient ways to organize information and manage processes.

Our Vacation Rental department currently uses RNS and Breezeway as part of our day-to-day operations. Previous experience with either platform is a plus, but it is not required. Both systems are straightforward to learn for someone who is comfortable with technology, and training will be provided.

This person should be comfortable with:

• Learning new software and systems
• Working within multiple platforms throughout the day
• Maintaining organized digital records
• Adapting as company systems and procedures change
• Using technology to improve organization and communication
• Helping develop better workflows as the department grows

We are not looking for someone who needs to already know every system we use. We are looking for someone who is curious, adaptable, and comfortable learning.

Who We Are Looking For

The ideal candidate is organized, detail-oriented, dependable, and comfortable taking ownership of their responsibilities.

They should be someone who naturally notices when something has not been completed, follows up without being asked, and wants to understand how the pieces of a process fit together.

Strong candidates will be:

• Comfortable managing multiple priorities without becoming overwhelmed
• Strong written and verbal communicators
• Professional and personable when communicating with guests and property owners
• Confident coordinating employees, technicians, and outside vendors
• Comfortable learning and adopting new technology
• Proactive rather than waiting to be given every next step
• Detail-oriented without losing sight of the bigger picture
• Able to follow a task or issue all the way through completion
• Interested in improving processes and finding better ways to do things
• Collaborative while still taking ownership of their own role
• Interested in learning the business and taking on additional responsibility over time
• Looking for a long-term opportunity to grow within Duncan Real Estate

Experience in vacation rentals, hospitality, property management, project coordination, operations, real estate, customer service, or a related field is a plus, but it is not the only thing we are looking for.

Someone with strong organizational skills, good judgment, technological confidence, a willingness to learn, and the right mindset could be very successful in this position.

Benefits

Eligible employee benefits go into effect after one year of employment.

Location

This position is based with Duncan Real Estate's Vacation Rental department on Anna Maria Island. Remote work is unavailable for this position.

How to Apply

Please complete our application here:

theannamariaisland.com/ServiceOnboardingCoordinator

Pay: $16.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Work Location: In person

Salary : $16 - $22