Maintenance Specialist

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Address sensitive escalations related to habitability concerns, intricate repairs, and urgent or expensive tasks.

• Evaluate the urgency, habitability risk, financial implications, and stakeholder requirements.

• Review repair scopes, contrast estimates, contest inflated or inappropriate quotes, and propose cost-effective alternatives.

• Prepare requests for approval for property owners.

• Assign and oversee qualified vendors for urgent or complex tasks.

• Manage vendor schedules, quality expectations, performance, onboarding processes, rate negotiations, and accountability.

• Communicate with tenants, owners, and internal teams regarding sensitive matters and de-escalate high-tension situations.

• Confirm task completion through inspections, photographs, invoices, and feedback.

• Ensure resolution of underlying issues and completeness of documentation.

• Analyze trends in escalations, vendor performance, repair costs, customer satisfaction (CSAT), service level agreement (SLA) adherence, and escalation volumes.

• Develop and enhance standard operating procedures (SOPs), playbooks, templates, checklists, and best practices.

• Provide guidance, coaching, workload assistance, and quality assessments to Maintenance Coordinators.

• Facilitate training and onboarding for new Coordinators.

• Report trends and risks to leadership.

• Collaborate with Support Teams on intricate cases and cross-functional initiatives.

⛳️ Requirements

• Over 2 years of experience in property management, maintenance coordination, or a comparable operations role, including experience with escalations.

• Demonstrated ability to manage sensitive or high-pressure situations, including habitability issues and upset individuals.

• Strong cost awareness, with experience in evaluating estimates, recognizing out-of-scope or inflated quotes, and making financial recommendations.

• Proficient in vendor management, including relationship building, negotiation, and performance accountability.

• Experience in mentoring, coaching, or informally leading team members.

• Background in writing or enhancing SOPs, process documentation, or training materials.

• Capability to simplify complex workflows for clarity and ease of understanding.

• Excellent written and verbal communication skills in English.

• Process-oriented with a keen attention to detail and thorough documentation.

• Decisive, proactive, and comfortable making judgment calls under time constraints.

• Previous experience as a virtual assistant or remote worker.

• Reliable internet connectivity.

• Flexible work schedule.

• Familiarity with work order or property management software.

• Understanding of SLAs, CSAT, and ticketing systems.

• Basic knowledge of habitability standards and landlord-tenant regulations.

• Fundamental understanding of building systems and repair trades.

• Experience in creating process documentation using Notion, Miro, or Google Workspace.

🏝️ Benefits

• Opportunity to work remotely from any location with internet access.

• Flexible work-life balance.

• Eight (8) hours of bonus pay each calendar month for International Coordinators to support well-being, family-related matters, sick leave, etc.

• Ten (10) days of New Parent Bonus for new parents who become parents through adoption or childbirth.