Remote Property Maintenance Coordinator and Customer Support

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Requirements:

• Strong Customer Service skills
• Professional presentation
• Ability to troubleshoot residential systems remotely
• Ability to maintain accurate records

Responsibilities:

• Strong Customer Service skills and professional presentation to support PM Depart in dealing with Guests, Property Owners and Team Members to resolve reported property issues by contributing information, pictures, solutions and remote support.
• Serve as primary support troubleshoot residential systems remotely: i.e. TV/Internet, Appliances, HVAC, Water Heaters, Plumbing, Hot Tubs & Fireplaces (gas & wood).
• Serve as primary guest support to address any questions or concerns during an active reservation.
• Ensure all records for reported issues are accurate and maintained in real time.
• Respond to all Guest-reported issues within one hour and ensure that Guests are contacted once resolution plan is known to support complete communication.
• Log all reported issues within 24 hours.
• Ensure that resolution for all reported issues are recorded within 24 hours.
• Provide daily summary at close of shift to ensure a smooth transition for morning PM Admin Team.
• Complete Monthly Batch Work Orders.
• Support maintenance of CM Safety Manual and Procedures.
• Routinely (i.e. 2-weekends per month) serve rotation for after-hour calls during the week and on-call for weekends as part the Property Management Maintenance Team.
• Work within a paperless work environment to send/ receive communications, assignments and work documentation on mobile devices in real time.
• Perform other related duties as assigned by supervisor.
• Observe established policies and procedures for CM and all applicable vacation rental regulatory requirements for NC Property Management Companies.