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Sylvan Road Capital is Hiring a Remote Triage Specialist SFS223
Job Details
Job Location: Remote - Atlanta, GA
Position Type: Full Time
Education Level: 2 Year Degree
Salary Range: $26.00 - $29.00
Travel Percentage: Remote
Job Shift: Weekend
Job Category: Field Service
Description
Triage Specialist
Who We Are
Sylvan Road is a technology-enabled, data-centric, and vertically integrated investment management firm focused on single-family real estate. As a pioneer of the emerging institutional asset class of single-family rental housing, Sylvan Road has developed a sophisticated business model over the last decade. We have several distinct business operations in investment management, brokerage, construction, property management, field services, and software development, each of which operates in concert with each other to deliver on investor returns and resident satisfaction. Operating primarily as a virtual employer, our success comes from the high value we place on our people, process, and technology.
Why Work For Us
Sylvan Road is experiencing tremendous growth and so we are in the midst of an exciting transformation to better support a high-growth, dynamic business. This opportunity will enable you to make a significant and notable impact within our organization and to contribute to our development. We come to work every day excited by the growth of our industry and our company, as we play a role in spurring its expansion and success. We are looking for like-minded people who are passionate about driving innovation in order to make a meaningful difference for our employees, residents, and investors.
Role Objectives & Responsibilities
The Triage Specialist is responsible for creating, triaging, and appropriately assigning service requests from residents and customers for Sylvan Road’s assets under management. The Specialist will work with residents and customers to understand and document the nature of the maintenance issue, as well as to assess if the nature of the work can be resolved over the phone, or if the resident may be responsible to remediate the issue themselves per the nature of their lease. If unresolved over the phone, the Specialist will work to assign the work to appropriate resources to satisfy repairs needed against severity, specifications and standards, and SLAs. Additionally, this role is critical in identifying, documenting, and dispatching emergency and escalated work orders.
This role is fully remote and has shifts with varied start times. This role may include weekend shifts, either as a standard schedule or a rotating Saturday/Sunday assignment.
- Creates, modifies and reviews work orders for appropriate customer follow-up and assignment
- Regular engagement with residents and customers to guide them through self-resolution process
- Understands and applies Sylvan specifications and resident responsibilities, and assesses and modifies work orders accordingly
- Triages work orders and identifies repair details and appropriate specification language to include in the work order to optimize the assignment and manage cost associated with repair(s)
- Appropriately assigns Internal Field Services staff members to address repair needs according to skills matrix and work order deployment guides
- De-escalates resident concerns
- Documents and appropriately enters triage feedback and resident information into work orders
- Receives work orders in clear-to-close status and appropriately closes them according to procedure or reassigns it back to the Coordinators or Quality for further actions to be taken
- Maintains, records, and monitors workflow status daily
- Proactively communicates with internal and external stakeholders on assignment of work and status of Triage work orders
- Shares feedback on trends and issues as they arise
- Other duties as assigned
Requirement Knowledge & Experience
- Strong attention to detail
- Ability to use Microsoft Office and Google Suites, especially Microsoft Excel
- Proven ability to multi-task
- Strong verbal and written communication
- Strong customer service skills, including de-escalation
- Ability to thrive in a fast paced, high growth ‘start up’ mentality environment
- Must be flexible and adaptable with the ability to pivot as needed
- Ability to meet tight deadlines and thrive under pressure; commitment to results and solution-oriented
- Ability to work with a high level of autonomy in a virtual setting with the ability to consistently meet goals and SLAs
- Ability to work on numerous high-priority initiatives with limited supervision
- Demonstrated ability to negotiate and influence
Required Skills
- Ability to thrive in a fast-paced, high-growth start-up mentality environment
- Must be flexible and adaptable with the ability to pivot as needed
- Must possess a high EQ and the ability to work with multiple business lines, personalities, and stakeholders while remaining professional and respectful
- Must have excellent communication skills, both verbal and written
- Must be highly organized, proactive, and detail-oriented
- Must possess strong time management skills, ability to prioritize and work with a sense of urgency at all times
- Ability to meet tight deadlines and thrive under pressure; commitment to results
- Ability to work with a high level of autonomy, in a virtual setting with the ability to consistently meet hiring goals and requirements
What We Offer
- Market rate competitive compensation
- PTO (paid time off) and 11 company-paid holidays
- Comprehensive Benefits Package: Medical, Dental, Vision, etc...
- 401K with company match
- Remote working environment
Organizational Relationships
- Reports to: Director of Field Services
- Direct Reports: N/A
Sylvan Road and its affiliates is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal or State Law.
Qualifications
Job Summary
JOB TYPE
Other
SALARY
$56k-71k (estimate)
POST DATE
05/06/2024
EXPIRATION DATE
07/04/2024
WEBSITE
sylvanroad.com
HEADQUARTERS
ATLANTA, GA
SIZE
50 - 100
FOUNDED
2012
CEO
JEFF BOTTOM
REVENUE
<$5M
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