Maintenance Specialist

• Resolve sensitive escalations involving habitability issues, complex repairs, and time-sensitive or costly work
• Assess urgency, habitability risk, financial exposure, and stakeholder needs
• Evaluate repair scopes, compare estimates, challenge inflated or out-of-scope quotes, and recommend cost-effective solutions
• Prepare approval requests for owners
• Assign and direct qualified vendors for complex or urgent work
• Manage vendor timelines, quality expectations, performance, onboarding, rate negotiation, and accountability
• Communicate with tenants, owners, and internal teams on sensitive cases and de-escalate tense situations
• Verify completion through inspections, photos, invoices, and feedback
• Ensure underlying issues are resolved and documentation is complete
• Analyze escalation trends, vendor performance, repair costs, CSAT, SLA adherence, and escalation volume
• Create and improve SOPs, playbooks, templates, checklists, and best practices
• Provide guidance, coaching, workload support, and quality reviews to Maintenance Coordinators
• Train and onboard new Coordinators
• Report trends and risks to leadership
• Partner with Support Teams on complex cases and cross-functional initiatives

• 2+ years of experience in property management, maintenance coordination, or a similar operations role, including time handling escalations
• Proven experience managing sensitive or high-pressure situations, including habitability issues and upset parties
• Strong cost awareness, including evaluating estimates, identifying out-of-scope or inflated quotes, and making financial recommendations
• Vendor management skills, including relationship building, negotiation, and performance accountability
• Experience mentoring, coaching, or informally leading team members
• Experience writing or improving SOPs, process documentation, or training materials
• Ability to make complex workflows clear and easy to follow
• Strong written and verbal English communication skills
• Process-oriented with excellent attention to detail and documentation
• Decisive, proactive, and comfortable making judgment calls under time pressure
• Prior experience as a virtual assistant or remote worker
• Reliable internet connection
• Flexible schedule
• Experience with work order or property management software
• Familiarity with SLAs, CSAT, and ticketing systems
• Working knowledge of habitability standards and landlord-tenant requirements
• Basic knowledge of building systems and repair trades
• Experience building process documentation in Notion, Miro, or Google Workspace

• Option to work remotely from anywhere with an internet connection
• Flexible work-life balance
• Eight (8) hours of bonus pay per calendar month for International Coordinators to support well-being, family-related reasons, sick leave, etc.
• Ten (10) days of New Parent Bonus for new parent leave for contractors who become parents through adoption or childbirth