Regional Assistant Service Manager

Who We Are 

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. 

While the role is remote, we do require that the successful candidate live within a reasonable driving distance to one of the 7 military bases where we have housing which are as follows: Ft. Rucker, AL, Ft. Riley, KS, Ft. Polk, LA, Ft. Meade, MD, Aberdeen Proving Grounds (APG), MD, Ft. Bragg, NC, and Ft. Sill, OK.

How You'll Contribute to the Team:

The Regional Assistant Service Manager is responsible for providing oversight, training, and performance management to a remote team of Service Center Coordinators charged with day-to-day work order tracking and documentation. This role conducts reporting reviews for an assigned military housing portfolio and is responsible for identifying and remedying any inconsistencies in data and escalating concerns to local onsite maintenance teams as required. The ability to ensure operational and resident satisfaction benchmarks are met for work order completion is at the forefront of this role.

Primary Responsibilities Include:   

• Thoroughly understand and educate the Service Center Coordinators on the importance of accountability and accuracy in the work order process and the direct impact work order metrics have on the Company's incentive fee submission.
• Lead a remote team of Service Center Coordinators ensuring standard operating procedures for work order prioritization and processing are followed.
• Responsible for overseeing, reviewing and entering work orders and maintaining data integrity utilizing property management software. Identify inconsistencies of turn and/or maintenance process documentation and/or purchase orders, and remedy as required.
• Oversee compliance with all reporting requirements related to work orders.
• Facilitate information gathering and synthesis of critical business data. Monitor work order closure rates through KPIs and provide regular reporting on work order status and concerns.
• Maintain ongoing communication with local property management leadership to raise awareness of work orders in need of escalation (recurring issues, incomplete and past required response/completion times, customer service concerns, etc.).
• Provide responsive and professional support to escalated customer service issues.
• Demonstrate and maintain expert knowledge of property management software. Ensure data integrity through regular auditing, validation, and testing. Maintain awareness of product updates to ensure product optimization and efficiencies.
• Model the highest standards of business professionalism and provide day-to-day leadership to the Service Center Coordinators; lead the training and development of team members through coaching, motivating, and mentoring on company culture, business goals, financial management, and sound business judgment.
• Lead the recruitment and retention of diverse teams of professionals in collaboration with the Regional Service Manager; create accountability and ownership among team members through communication of clear expectations, supervision, and provision of timely performance feedback.
• Perform all duties of a Service Center Coordinator.
• Other duties as assigned.

Role Specific Requirements Include: 

• 3+ years of relevant work experience with a minimum of 6 months experience in residential property management.
• One year experience in a supervisory role leading a team is required.
• Proven success with work order tracking and dispatch with the ability to open, track and manage the entire process surrounding work orders and purchase orders as it relates to the turn and/or maintenance processes.
• Proven ability to develop, inspire, and manage high-performing and high-impact teams, including remote employees.
• Detail and process oriented; ability to deploy and train on standard operating procedures and workflows that increase efficiency and standardize operations.
• Demonstrated ability to professionally interact and relate to individuals with diverse backgrounds, including the ability to effectively resolve escalated customer concerns.
• Ability to manage multiple and competing priorities and projects in a dynamic environment, while being attentive to details.
• Ability to act with integrity, honesty, and professionalism at all times.
• Demonstrable proactive approach to problem-solving with strong decision-making capability; willing to seek assistance/guidance when needed.
• Must be independent, self-motivated and possess a positive attitude, operating well in a remote team environment that is focused on collaboration and accountability.
• Demonstrated ability to balance long term assignments against daily responsibilities and adapt to changing priorities.
• Computer proficiency, including working knowledge of word processing, spreadsheet, and database software. Proficiency utilizing property management software.
• Demonstrated ability to work in a paperless environment, frequently navigating between different software programs.
• Ability to travel up to 20%.

Competencies: 

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.

Exceptional Benefits for Exceptional Team Members

The hourly rate for this position is estimated to be $25.00 to $30.00 an hour depending on experience, skills, qualifications, and work location.

As a company striving to be the best place to work, we want to ensure an environment of collaboration, inclusion and learning exists throughout all teams, locations and divisions. To support our team members, we offer a benefits package that is generous and flexible enough to meet you where you are today and tomorrow.

Corvias employees are eligible for:

• A choice between two benefit-rich medical, dental and vision plans
• 401(k) with immediate 100% vesting and up to a 4% contribution match
• Generous paid time off that increases throughout your career
• 12 paid holidays
• Paid time off to volunteer
• 100% paid life and AD&D insurance
• Company paid short-term and long-term disability coverage
• Parental Leave
• Military Leave
• Flexible Spending Accounts (Health and Dependent Care)
• Complimentary Employee Assistance Program
• Tuition reimbursement to support growth and development

Equal Opportunity Employer/Veterans/Disabled

Corvias Corporate Services, LLC (the “Company”) does not discriminate in employment or applications for employment based on an applicant’s sex, race, color, religion, sexual orientation, national origin, ancestry, service in the armed forces of the United States, disability, or any other protected classification as outlined by Federal, State or local laws

Learn more about Corvias’ External Recruiting Policy.