Customer Service Specialist (Service Operations)

Location: Kaukauna, WI
Department: Service Operations
Reports To: Service Tech Leader
Employment Type: Full-Time (40 hours/week)
Schedule Options: Monday–Friday (7:30am–3:30pm, 8:00am–4:00pm, or 8:30am–4:30pm)
Compensation: Based on experience

About Focus Property Management

Focus Property Management is a fast-growing, service-driven company transforming the property management industry. Since 2019, we have grown by 1920%, powered by a team committed to delivering exceptional resident experiences. Our mission is to improve our residents’ lives and create homes they are proud of.

Position Summary

The Customer Service Specialist (Service Operations) serves as the operational hub of our maintenance department. This role is responsible for managing incoming service requests, dispatching and coordinating service technicians, overseeing work order flow, and ensuring timely and high-quality repair completion.

This position acts as the primary liaison between residents and the field service team, ensuring seamless communication, efficient scheduling, and exceptional customer service.

Key Responsibilities

Service Operations & Technician Coordination

• Receive, triage, and prioritize incoming maintenance requests

• Dispatch work orders based on urgency, technician skillset, and geographic location

• Monitor work orders from submission through completion

• Provide technicians with clear scopes of work and necessary documentation

• Maintain daily communication with field technicians

• Track service KPIs including completion times and resident satisfaction

• Identify and resolve scheduling conflicts and workflow bottlenecks

Resident Communication & Service Excellence

• Serve as the primary point of contact for maintenance-related inquiries

• Provide proactive updates on work order status and timelines

• Professionally de-escalate resident concerns

• Ensure high-quality, service-focused interactions

• Accurately document all communication in AppFolio

Administrative & Systems Management

• Manage and maintain work orders within AppFolio

• Ensure accurate documentation, billing, and work order closure

• Maintain organized digital records

• Assist with vendor coordination as needed

Required Qualifications

• Experience coordinating service technicians, maintenance operations, or dispatching

• Ability to manage multiple work orders simultaneously

• Strong scheduling, prioritization, and time management skills

• Experience handling customer service concerns professionally

• Accurate data entry and systems management experience

• Proficiency in Microsoft Office and Google Workspace

• Ability to thrive in a fast-paced, deadline-driven environment

Preferred Qualifications

• Experience using AppFolio or similar property management software

• Previous experience in property management or maintenance coordination

Core Competencies

• Service-oriented mindset

• Strong communication skills (verbal and written)

• Organizational and systems-driven approach

• Ability to remain calm under pressure

• Detail-oriented and process-focused

• Collaborative team player

Benefits

• Health, Dental, Vision Insurance

• Short-Term Disability, Accident & Life Insurance

• Paid Time Off

• Company Events

• Flexible weekday schedule options

• Hands-on job training

• Professional development and coaching (including personal finance and real estate investing training after probationary period)

Work Environment

• Office-based role located in Kaukauna

• Frequent communication with field technicians and residents

• Standard business hours, Monday–Friday

Equal Opportunity Employer

Focus Property Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.