RESICAP is the leading vertically integrated solution for institutional owners of single-family residential assets in the United States. Our services include asset acquisition and valuation, renovation and maintenance (ResiPro), new home construction (ResiBuilt), and property management (WRIPM). We operate in 34 states and 59 markets and have over 900 employees nationwide. 

Why work at RESICAP? We're a company known for our innovative, adaptable, and energetic culture and we're constantly looking for employees who challenge the status quo. We were ranked #15 on the Entrepreneur 360 list, #12 on Qualified Remodeler's Top 500, and #1 for ACG's fastest-growing company in Georgia. We've also caught the attention of the AJC which named our company one of Atlanta’s Top Workplaces for two years in a row - 2018 and 2019! Join us and discover the RESICAP difference!

Position Purpose:  
The Regional Maintenance Administrator is responsible for fielding incoming calls and emails, building relationships between Maintenance Coordinators and Vendors, and following up on outstanding work orders to improve customer satisfaction.

Job Responsibilities
  • Answer incoming phone calls from tenants and vendors
  • Assist with vendor questions, escalations, and payment inquiries.
  • Check voicemails and return calls or forward to the appropriate Maintenance Coordinator
  • Serve as first point of contact for “tenant sourced vendor” phone calls and direct calls to the proper Maintenance Coordinator
  • Create tickets on behalf of tenants utilizing our in house software (HBMM)
  • Familiar with different ticket priorities and work order statuses within HBMM
  • Assist with assigning tickets to corresponding Maintenance Coordinators
  • Able to assist vendors with utilizing the HBMM portal
  • Follow up on aged work orders to improve cycle time
  • Flag work orders that have exceeded the service level agreement and escalate to proper Maintenance Coordinator
  • Communicate with internal departments to provide updates regarding work order escalations
  • Follow up with vendors and residents to expedite the scheduling of appointments
  • Assist with moving work orders through completion  to improve cycle times  to meet the service level agreement and increase customer satisfaction
  • Report numbers on a daily and weekly basis to the Maintenance Coordinators of work orders in “estimated awaiting completion” and “work order accepted” status
Job Requirements (including education)
  • 2+ years of customer service experience
  • Knowledge of the maintenance industry a plus but not mandatory
  • Ability to multi-task, which requires strong organizational skills, attention to detail and quality
  • Ability to represent the company to residents, vendors and team in a courteous and professional manner
  • Excellent verbal and written communication skills
  • Experience responding to customer emails
  • Strong problem-solving skills and data analysis abilities
  • Adaptable to feedback and requested changes
  • Honest, ethical and handles things in confidential manner
  • Proficient with MS Office, Outlook and Internet applications
  • Ability to learn new software systems
  • Familiar with multi-line phone system
  • Bilingual a plus

This is a non-management position

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