Service Center Coordinator

At Corvias, we’re experts at developing solutions through partnership. Our mission is to be personally committed to solving our partners’ most difficult, systematic challenges by reimagining what is possible and realizing more resilient communities together. We believe a culture of caring, purposeful, diverse and courageous humans who want to make a difference for our partners will help us achieve that mission. 

The Service Center Coordinator is a customer focused role and is responsible for entering work orders in the work order system, tracking progress through completion and adhering to standard operating procedures, ensuring an exceptional resident experience. This role will be accountable for ensuring work order documentation is organized, accurate, timely, and reliable, allowing leaders to make strategic decisions regarding resource allocation, work sequencing, and project interdependencies to ensure timely deliverables. This position requires excellent organizational and time-management skills, attention to detail, and the ability to communicate effectively with a high level of professionalism. 

• →Support the productivity of the maintenance team by ensuring accurate and timely work order documentation in the property management software system, ensuring team can optimize time to focus on key priorities and meet metrics for customer satisfaction and service response times.
• →Contribute to team goals by adhering to standard operating procedures for work order prioritization. Maintain in-depth knowledge of Company standard operating procedures and maintenance programs.
• →Enter work orders and maintain accurate records of service requests, work orders, and customer interactions received from incoming calls to the work order line, call center emails, and the resident portal.
• →Build and maintain effective working relationships with internal and external stakeholders, including residents and vendors.
• →Communicate and coordinate planned service visits with residents, contractors, and maintenance team. Maintain consistent communication with assigned contractors, maintenance, and residents to follow up on activities to ensure timely completion of work.
• →Demonstrate and maintain a working knowledge of accounting and control concepts and protocols. Enter purchase orders, link the PO to the work order, and ensure all purchase orders are accurately received in property management software system upon completion of work.
• →Review work order details report for all work order priorities – open, closed and cancelled. Make corrections in system in accordance with policy.
• →Escalate unresolved concerns to the Regional Service Coordinator.
• →Champion the Corvias culture, mission, vision, and values, and maintain the highest standards of business professionalism.
• →Other duties as assigned.

• 2+ years of relevant work experience in property management and/or facilities operations with customer service experience and knowledge of residential maintenance operations.
• Knowledge of the invoice processing cycle from PO creation, matching invoice to work order, and payment processing.
• Excellent oral and written communication skills with the ability to communicate information and ideas with clarity and precision through phone, email, and electronically through the resident portal.
• Ability to take personal responsibility for the quality and timeliness of work and achieve results with little oversight.
• Must be independent, self-motivated to be productive and efficient, and possess a positive attitude, operating well in a remote team environment that is focused on collaboration and accountability.
• Detail and process oriented with the ability to adhere to program guidelines and standard operating procedures and workflows to maintain efficiency and operational consistency.
• Must possess exceptional interpersonal skills with proven ability to engage and make connections with residents from diverse backgrounds.
• Ability to adapt to changing situations and customer needs.
• Demonstrable proactive approach to problem-solving with the ability to make decisions and address customer concerns effectively; willing to seek assistance/guidance when needed.
• Ability to work in a remote setting and manage multiple and competing priorities in a fast paced, dynamic environment, while being attentive to details.
• Customer-focused with empathy for the customer experience and the ability to interact with residents in a professional and courteous manner.
• Computer proficiency, including working knowledge of word processing, spreadsheet, and database software. Proficiency utilizing property management software throughout the work order lifecycle.

Customer Focus - Prioritizes and takes action on the needs of both internal and external customers. Designs and delivers products and services with the customer experience top of mind.

Teamwork and Collaboration - Capable of working well with others both on the team and cross-functionally to achieve individual goals, team goals, department goals, and/or organizational goals. Values diverse perspectives and working with others as a way to achieve the best output possible.

Problem Solving and Decision Making - Uses critical thinking to evaluate problems, gather information, understand causes, and identify best possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations.

Resilience - Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.

Creativity and Innovation - Thinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things. Encourages experimentation and accepts failure as a driver of innovation.

Learn more about Corvias’ External Recruiting Policy.