Virtual Maintenance Specialist (Sfs130)

Virtual Maintenance Specialist

Who We Are

Sylvan Road is a technology-enabled, data-centric, and vertically integrated investment management firm focused on single-family real estate. As a pioneer of the emerging institutional asset class of single-family rental housing, Sylvan Road has developed a sophisticated business model over the last decade. We have several distinct business operations in investment management, brokerage, construction, property management, field services, and software development, each of which operates in concert with each other to deliver on investor returns and resident satisfaction. Operating primarily as a virtual employer, our success comes from the high value we place on our people, process, and technology.

Why Work For Us

Sylvan Road is experiencing tremendous growth, so we are in the midst of an exciting transformation to better support a high-growth, dynamic business. This opportunity will enable you to make a significant and notable impact within our organization and to contribute to our development. We come to work every day excited by the growth of our industry and our company as we play a role in spurring its expansion and success. We are looking for like-minded people who are passionate about driving innovation in order to make a meaningful difference for our employees, residents, and investors.

Role Objectives & Responsibilities

The Virtual Maintenance Specialist is a remote administrative role to support the field operations of a residential single-family real estate investment trust operating in several markets throughout the US. This position is responsible for managing incoming service requests from the residents living in the company’s rental homes. They will work with the residents to understand the nature of the issue. They will guide them through several troubleshooting procedures to resolve the issue prior to dispatch and, if necessary, assign the work to the appropriate resource to satisfy the repairs needed.

• Triage incoming work orders and identify repair details that will speed up assignment to correct repair resources
• Maintain records and monitor workflow status daily
• Speak with residents to evaluate maintenance requests and guide them through self-resolution processes
• Other duties as assigned
• Proactively communicate with resident and field staff for the assignment of work
• Assign internal maintenance resources to address repair needs
• Maintain a high level of customer service when dealing with both clients and internal team member

Requirement Knowledge & Experience

• Proven ability to multi-task
• Problem-solving experience is a plus.
• Prior residential/multifamily maintenance experience preferred
• Strong typing and computer skills
• Prior customer service experience
• Excellent written and verbal communication abilities in a team environment
• High school diploma / GED or equivalent
• Strong technology skills using MS Office tools and client work order management software
• Ability to work and communicate with people in varying disciplines with different backgrounds
• Knowledge of PropertyWare preferred
• Strong attention to detail

Required Skills

• Must have excellent communication skills, both verbal and written
• Ability to work with a high level of autonomy in a virtual setting with the ability to consistently meet hiring goals and requirements
• Must possess a high EQ and the ability to work with multiple business lines, personalities and stakeholders while remaining professional and respectful
• Ability to thrive in a fast-paced, high-growth startup mentality environment
• Must be highly organized, proactive, and detail-oriented
• Ability to meet tight deadlines and thrive under pressure; commitment to results
• Must be flexible and adaptable with the ability to pivot as needed
• Must possess strong time management skills, the ability to prioritize and work with a sense of urgency at all times

What We Offer

• 401K with company match
• PTO (paid time off) and 11 company-paid holidays
• Comprehensive Benefits Package: Medical, Dental, Vision, etc...
• Remote working environment
• Market rate competitive compensation

Organizational Relationships

• Reports to: Director of Maintenance Vendor Services
• Direct Reports: none

Sylvan Road and its affiliates is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal or State Law.