Associate Service Director Job Description

Position overview

Job Title: Associate Service Director

Department: Property Management

Reports To: Community Director and Service Director

FLSA Status: Non-Exempt

Position Summary: The Associate Service Director supports the Service Director in overseeing and performing the technical and mechanical work that keeps the property's buildings, grounds, amenities, and common areas at the Company's standards for cleanliness, appearance, safety, and functionality. The Associate Service Director completes work orders, make-readies, and preventative maintenance, helps lead the Service Team day to day, and leads service operations in the Service Director's absence.

Organizational responsibilities

• Journey Visionary: Partner with the Service Director and on-site team to prioritize solutions that drive journey metrics.
• Passion & Innovation: Understand issues and opportunities on the property and bring focus and creative solutions to solving them.
• Organizational Ambassador: Engage with residents, prospective residents, associates, and stakeholders to understand needs and lead with the values of the company culture.
• Project Support: Help plan, sequence, and carry out property projects under the direction of the Service Director.
• Change Support: Help the Service Team adopt new programs, processes, and standards, modeling the change for fellow team members.
• Community Service: Participate in activities outside daily business that enhance the Company and your standing in the marketplace, including industry associations and groups that support your development and the Company's goals. As real estate professionals, we take pride in, and are active in, the communities where we do business.

Essential duties and responsibilities

• Completes work orders generated from resident service requests and routine property upkeep by diagnosing the source or cause of the defect or problem and making repairs in accordance with established policies, procedures, safety standards, and code requirements.
• Assists the Service Director with the "make-ready" process to prepare vacant apartment homes for leasing and new move-ins, including pre-move-out inspections, punch lists, completing maintenance tasks, coordinating vendors and contractors as directed, and inspecting completed work.
• Helps maintain the Service Director's standards for the cleanliness and appearance of the community's grounds, amenities, building exteriors, market-ready unit interiors, breezeways, curbs, signage, leasing office, central garbage areas, parking lots, and other common areas.
• Helps assign, prioritize, and follow up on work orders for the Service Team with efficiency and urgency, as directed by the Service Director.
• Inspects work performed by Service Team members, contractors, and vendors as assigned, and reports quality, scope, or specification concerns to the Service Director.
• Tracks inventory of spare parts and maintenance materials and notifies the Service Director of supplies and tools needed to stay within budgetary guidelines.
• Supports cost-cutting and expense control by fixing rather than replacing parts when possible, avoiding waste of materials and supplies, and using tools and equipment correctly.
• Completes monthly Preventative Maintenance procedures.
• Assists with regularly scheduled safety meetings, helps keep MSDS sheets current and readily accessible, and stays up to date on OSHA and other safety requirements to support property compliance.
• Leads day-to-day service operations in the Service Director's absence, including work order assignment, make-ready progress, and communication with the Community Director.
• Demonstrates customer service skills by treating residents and others with respect, interfacing face-to-face with residents and the Service Team, responding to questions, and responding sensitively to complaints about maintenance services. This includes the ability to work in a stressful environment and work peacefully with coworkers and residents.
• Must be able to meet predictable attendance and punctuality expectations and the physical demands of the position, complying with Gallery Residential's policies and performance expectations.

Additional responsibilities

• Follows established policies and procedures, supports compliance with regulatory requirements, organizational standards, and operational processes, and reports violations or infractions to the Service Director or Community Director.
• Schedules and performs minor and routine maintenance on all appropriate equipment on a regular basis, and inspects and maintains all tools in excellent condition.
• Conducts routine property inspections to identify safety and risk management concerns, keep the property in good repair, and communicate the property's physical needs to the Service Director.
• Completes documentation and paperwork in a timely, accurate, and complete fashion so service requests are documented, tracked, and completed.
• Identifies areas for improvement and offers suggestions to improve the property's efficiency, profitability, and productivity.
• Keeps abreast of industry trends and changes by attending internal and external training classes, apartment association meetings, and other events, with the goal of developing toward a Service Director role.

Work hours (may vary by state or location)

This position is scheduled for 40 hours in a regular work week. Hours of operation vary by site, but typical sites are open 9:00am to 6:00pm Monday through Friday, 10:00am to 5:00pm Saturday, and 1:00pm to 5:00pm Sunday. Associate Service Directors must be able to work a flexible schedule, including taking "call" during evenings, weekends, and holidays on a rotation with the Service Team, and must be able to perform the essential job functions unaccompanied.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Employment history that demonstrates knowledge and skill in the safe use and maintenance of hand tools, power tools, user-moved aids, mechanical equipment, and measuring devices. Working knowledge of OSHA standards and MSDS regulations and 1 to 2 years of apartment maintenance experience or equivalent. High school diploma or GED; college or technical degree is preferred.

Language Ability: Demonstrated ability to read, write, and communicate effectively with residents, team members, vendors, and management, and to answer questions related to department operating policies.

Math Ability: Demonstrated mathematical skills necessary to add, subtract, multiply, and divide numbers, decimals, and fractions to complete basic maintenance duties.

Reasoning Ability: Demonstrated ability to apply logical thinking to define and correct problems. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: Working knowledge of internet, word processing, and spreadsheet programs to document work and maintain records. Property management system experience is preferred.

Certificates and Licenses: EPA certification Type I and II or Universal for refrigerant recycling is required. A Certified Pool Operator or Certified Spa and Pool Operator certificate is preferred and must be obtained within 90 days of hire, along with any certifications required by State and Local jurisdictions. Current valid driver's license required.

Supervisory Responsibilities: Ability to help lead, direct, and coordinate the work of Service Team members under the direction of the Service Director, and to oversee service operations in the Service Director's absence.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbents work both inside and outside of apartment buildings and in all areas of the property, including amenities. Associate Service Directors have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle or feel objects, talk, and hear. The employee is regularly required to stand, walk, reach with hands and arms, climb, stoop, and squat. Incumbents must be able to physically access all exterior and interior parts of the property and amenities and work inside and outside in all weather conditions, including rain, snow, heat, hail, wind, and sleet. Must be able to operate golf carts at properties with golf carts, walk extended distances, and navigate stairs to multiple levels daily.

Associate Service Directors must be able to push, pull, lift, carry, or maneuver weights of up to fifty (50) pounds independently and one hundred fifty (150) pounds with assistance. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Routine travel may be required to assist properties as needed, attend training classes and business meetings, or handle other situations necessary to accomplish the responsibilities of this position.

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