Maintenance Tech/Sales & Resident Experience Consultant

Basic Purpose:

This is a combined role that will support both Maintenance Technician responsibilities and Sales & Resident Experience Consultant responsibilities for assigned property(ies) proportional to business needs at any point in time. Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments.

(These are the main duties/tasks of the Maintenance Tech position + Sales & Resident Experience Consultant position)

MAINTENANCE: Own and drive the preservation of the property’s physical attributes for Berkshire.

• Comply with all Company policies and procedures
• Ensure that community, structures and equipment follow local codes and regulations
• Assist in keeping grounds clean
• Assist in maintaining an inventory of adequate supplies, replacement parts and equipment by ensuring maintenance areas are neat and clean, and reporting shortages to supervisor
• Make repairs to landscaping, grading and drainage
• Diagnose heat or AC problems and repair/replace components
• Perform preventive maintenance on HVAC units and fan coil units
• Perform various other duties as assigned by the Property Manager or Supervisor
• Must be available for 24 hours on-call emergency maintenance when required
• Follow and support Berkshire's core values of: integrity, trust, honesty, stewardship, respect for others and commitment to excellence; model Berkshire’s behavior standards and elements of culture

  Electrical

• Troubleshoot electrical problems and repair
• Repair and replace light fixtures, switches, receptacles, smoke detectors, fans, GFCI, photocells and thermostats

Plumbing

• Unclog plumbing drains of all types
• Repair or replace plumbing fixtures, i.e.: commodes, lavatories and their components
• Repair or replace trim fixtures, i.e.: faucets, diverters and their components
• Sweat copper pipe up to 1 ¼ inches
• Install or repair drain, waste, and vent systems; i.e.: PVC, copper, galvanized and cast iron
• Perform preventive maintenance on all water heaters, gas or electric
• Repair and replace all domestic water pipes up to 1 ¼ inches; including valves

Carpentry

• Repair and/or replace wood cabinets, counter tops and vanities
• Caulk doors, windows, and floors
• Repair and replace interior and exterior doors and hardware
• Install stair treads
• Install patio door rollers, locks, Charlie bars, security pins and patio screen rollers
• Install and repair closet doors and hardware
• Install thresholds
• Repair and replace floor tile, sheet vinyl, and wood floors
• Repair/replace wooden trim and vinyl cove base
• Install underlayment and sub-floor
• Repair/replace wood framing members

Ceramic Tile

• Remove and replace caulking
• Repair and replace ceramic tiles (walls and floors)
• Install ceramic and metal bathroom fixtures

Drywall/Paint

• Touch up paint
• Repair or replace drywall, including textured surfaces as required

Appliances

• Troubleshoot, repair, or replace stoves (electric or gas), dishwashers, garbage disposals, refrigerators, and adjust appliances to include replacement of gaskets, leveling, reversing doors and adjusting pilots

 Roofing

• Repair and replace downspouts, gutters, and splash blocks
• Repair and replace shingles, flashing, and soffit vent

Masonry

• Patch and replace blacktop, concrete, and masonry (including pointing-up)
• Repair masonry retainer walls and steps

Miscellaneous

• Replace glass, mirrors, and screens as well as key cutting
• Repair and replace mailboxes, locks, doors, and sub-plates
• Repair and replace blinds and traverse rods
• Inspect for repairs, refilling, recharging, and tagging fire extinguishers
• Take all training required by deadlines
• Attend meetings, training classes and resident retention activities as directed
• Maintain good relations with residents always

SALES & RESIDENT EXPERIENCE CONSULTANT: Responsible for the daily leasing operations.

• Maintain professional standard of hygiene, appearance and dress.
• Contact a person of authority should any situation warrant an action or decision not included in his or her duties and responsibilities.
• Maintain a positive, courteous, welcoming attitude in all interactions with residents, future residents, visitors and co-workers.
• Keep abreast of online ratings and reviews (i.e. Apartment Ratings, Google, and Yelp postings)
• Working Saturday and Sunday hours are required. 

Marketing/Leasing/Customer Service

• Inspect tour routes, models, mini-models, and show apartments daily to ensure cleanliness. When on the property, pick up litter and report needs to the Service Manager/Property Manager. Open and close models at beginning and ending of each day including adjusting lights, blinds, radio and HVAC.
• Prepare and maintain refreshments in the leasing office. Complete any daily opening responsibilities and place any promotional materials/signage in eye-catching locations to generate traffic.
• Answer incoming phone calls prior to the third ring in a cheerful and professional manner and handle each call accordingly whether it is a future resident call, upset resident, service request, etc. Transfer calls to Assistant Property Manager or Property Manager, when appropriate. 
• Maintain awareness of the advantages of the community, apartment homes and neighborhood, local market conditions, competitors and trends. Contribute ideas to the Property Manager for marketing property and for improving resident satisfaction.
• Correctly process all lease applications, collect proof of income, gain management approval and notify prospective resident of results within 24-72 hours. Schedule presigning and move-in appointments. Type miscellaneous resident communication as needed.
• Correctly complete all lease paperwork including related addenda and accept rents and deposits.
• Enter service requests into the Yardi system, print and distribute to maintenance personnel and perform appropriate number of call backs. Document repairs and complete service requests in the Yardi on a daily basis.
• Attend meetings and training sessions as required.
• Routinely check email throughout the day, messages from answering service, Call Center and call recordings respond accordingly.
• Assist in resident retention program, resident appreciation days and special functions as requested.
• Assist residents via phone, email and in person with questions and service requests in a kind, courteous, respectful manner. Create solutions and follow through to ensure the resident is happy.
• Understand the Customer Satisfaction Program for both residents and prospects and assist team in achieving customer satisfaction score goals. 

Administrative

• Enter actual time worked in the EMS daily (log in and out for lunch).
• Keep goals updated in the Performance Manager System.
• Assist the Property Manager, APM and/or other LCs/LDs in preparation of reports, resident communications, market surveys, etc.
• Enter all future residents’ information into Yardi while talking with them on the telephone, communicating with them via email from an Internet lead or in person as they visit.
• Manage appointments and tasks, respond to all leads according to Berkshire guidelines. Schedule follow-up and record activity in Yardi.
• Correctly process all lease applications within 24-72 hours. Prepare all lease packets. Schedule pre-signing and move-in appointments.
• Routinely check email, voicemail and Call Center call recordings throughout the day and respond accordingly.
• Enter service requests into the Yardi System perform appropriate number of call backs. 

General

• Update and maintain the Product Knowledge folder for leasing team and call center
• Physically shop competitive set and all new construction in area on a quarterly basis and provide call around information on a weekly basis
• Be aware of all internet advertising/marketing campaigns, assist with corrections as needed, by providing feedback to Property Manager, Leasing Director or Leasing Coordinator
• Understand the Matrix and the Leasing Team’s contribution to achieving the points
• Know budgeted occupancy/revenue, current occupancy, and the leasing goals necessary to achieve budget
• Ensure leasing goals are achieved by the team
• Attend meetings and training as
• Under the direction of the Property Manager, Leasing Director or Leasing Coordinator, walk move-ins and work closely with the Maintenance Supervisor to ensure ready product and smooth move in
• Effectively uses email campaigns
• Perform any additional duties assigned by Property Manager, or Assistant Property Manager
• Follows and supports Berkshire’s core values of: trust, honesty, integrity, respect for others, drive for excellence and commitment

Job Qualification Requirements:

Knowledge/Experience:

• Experience with work under close supervision
• Knowledge of mechanical, math, and measurement skills
• Knowledge of the current occupational hazards, and an understanding of safety precautions, building codes and regulations applicable to the maintenance profession
• Knowledge, understanding and demonstration of preventive maintenance
• Knowledge of the use and care of tools and equipment necessary to perform building maintenance tasks
• Knowledge of the current methods, practices, tools, equipment, and materials used in building maintenance and repair work, to qualification and training level
• Working knowledge of appliances, plumbing, electric, carpentry, drywall, painting, blinds and traverse rods, hardware, screens, doors, key cutting, cabinets and counter tops, roofing, ceramic tile, masonry, fire extinguishers, glass cutting, floors, fan coil or gas heat, landscaping and building maintenance skills

 Technical/Educational Requirements:

• High school diploma or equivalent highly preferred, one (1) year experience in all maintenance related skills of a maintenance technician
• Successfully completed all basic maintenance classes and on-the-job training
• Has computer skills and experience with Microsoft Suite of Products, internet navigation and online applications for personnel updates
• At least 2 years of experience in Customer Service and/or Sales
• Cleary understand Microsoft Suite Office Products (Word, Outlook, etc.) and the internet
• Understand how to quickly and accurately use the computer keyboard and telephone headset 

Physical Requirements: (amount of standing, walking, sitting, typing, lifting etc.)

• Constant need to be on feet
• Stand and walk or sit alternately depending on specific needs of the day
• Have constant need to perform standing and walking activities related to inspecting property and traveling between properties as needed.
• Have the constant need to perform the following physical activities:
  • Writing/typing
  • Generating corporate, inter-office, resident communications
  • Telephone use/operation of office equipment
• Bend /Stoop/Squat/Kneel
  • Perform routine cleaning; pick up debris/litter: filing
• Climb Stairs
  • Routine leaning and maintenance duties require access to 2nd and 3rd floor apartments
  • Show and inspect property
• Push or Pull
  • Move light furniture, appliances, open and close doors, etc.
  • Inspect and show property; open and close doors
• Reach Above Shoulder
  • Perform routine cleaning duties
• Inspect property, store/retrieve supplies
•  Climb Ladders
  • Perform routine cleaning and maintenance duties
• Grasp/Grip/Turning
  • Turning doorknobs
• Finger Dexterity
  • Handle cleaning tools and equipment
• Lifting/carrying (supplies, carpet cleaning equipment, etc.):
  • Over 100 lbs.                 Rare need
  • 50 lbs. -75 lbs.               Occasional need
  • 25 lbs. -50 lbs.               Frequent need
  • 1 lb.-25 lbs.                   Constant need
• NOTE: Lifting and carrying of weights exceeding 50 lbs. is often accomplished with assistance from one of more persons. Examples of heaviest items lifted (with assistance as required) include washer/dryers, refrigerators, A/C units, abandoned sofas, etc.

Writing Requirements:

• Frequent need: inventory maintenance, requisition, requests and required maintenance reports
•  Ability to keep neat and accurate records of time and materials

Vision Requirements: (visual needs for the position – color, small details, inspections etc.)

• Constant need to notice difference between clean and unclean
• Observe areas needing attention
• Observe and assist maintenance; observe problems throughout property
• Constant need to complete forms, read and review reports, answer a wide variety of correspondence, view computer screen. Frequent need to see small detail.
• Constant need to see things clearly beyond arms reach; e.g. inspecting property and showing property Hearing Requirements: (hearing needs for the position –telephone, meetings, etc.)

Hearing Requirements: (hearing needs for the position –telephone, meetings, etc.)

• Frequent need to receive instructions and listen to residents
• Constant need to communicate over telephone and in person with prospects, residents, vendors and corporate and regional staff 

Speaking Requirements: (clarity, customer interaction, presentations, etc.)

• Constant need to communicate over telephone and in person with prospects, residents, vendors and corporate and regional staff

Driving Requirements: (driving needs for the position – from property to property, travel, etc.)

• Frequent need to utilize personal transportation to pick up replacement parts and supplies from vendors or assist a sister property
• Rotation "on-call" status may require expedient travel to assigned property at moment's notice
• Transport supplies to make ready units
• Must have valid driver's license and automobile insurance coverage

Reasoning Development: (Low, Moderate or High – for ability to apply logical thinking to defined problem solving)

MODERATE

• Must be able to apply common sense understanding to carry out simple one to two- step instructions
• Ability to deal with standardized situations with occasional or no deviations from standard procedure
• Ability to read and understand Safety Data Sheets, O and M plans and Disaster Plans
  • Ability to understand and follow directions
  • Must be able to principals of logical thinking to a variety of practical situations and accurately follow standardized procedures that may occasionally call for minor deviations. Needs to think rationally beyond a specific set of instructions

Working Environment: (Indoors, Outdoors, special things to know about job)

• Indoors, at the Property on-site during regular business hours
• Outdoors, at the Property on-site in all conditions
• Must work some weekends as business needs require
• Occasional exposure to paint fumes, adhesives, caustics, solvents, oils, fumes, flammables, pesticides, etc. Example: Apartments during/after make-ready
• Must be able to work in a distracting environment where people come in and out and to remain calm and pay attention to details during the workday
• Must have the ability to work with difficult or upset residents; to deescalate conflict and problem solve to tenant satisfaction
•  Frequent need to work in awkward and confining positions