Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deeded residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenue's proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.
We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform -
Job Summary
The RTM Coordinator plays a critical role in managing the intake, prioritization, and dispatch of work orders, ensuring service requests are addressed efficiently and in accordance with priority levels. This position supports the Field Service Manager with quality control oversight of completed renovations and unit turns. The RTM Coordinator is also a key liaison between the property management team, residents, and vendors-resolving conflicts, de-escalating service issues, and ensuring a high level of customer satisfaction. Effective client and resident communication, proactive problem-solving, and timely follow-through are essential to success in this role.
Duties and Responsibilities
Intake, vet, and prioritize service requests, dispatch work orders appropriately and in a timely manner. Communicate clearly and empathetically with residents and clients to troubleshoot issues, explain service timelines, and resolve concerns. Proactively handle escalated service issues; mediate between residents, vendors, and internal teams to achieve timely, satisfactory outcomes. Review and track vendor proposals to ensure completeness and alignment with property needs; request additional proposals when necessary. Review inspection reports from move-ins, renovations, and unit turns; issue follow-up work orders and verify timely resolution of all deficiencies. Maintain clear records of work orders, inspections, and resolutions; ensure accurate photographic and written documentation. Deliver excellent service by maintaining transparency, professionalism, and responsiveness throughout all resident interactions. Perform other duties as assigned.
Qualifications
Attention to detail and ability to make an effective schedule in accordance with priorities for that day, week, month. Ability to work with various technology platforms and to take appropriate action. Knowledge of Repairs & Maintenance, Renovations, and Turnkey operations. Ability to use a computer proficiently, including Microsoft Outlook, Word, Excel, and property operating software. Excellent customer service and interpersonal skills. Professional verbal and written communication skills. Strong time-management skills. Ability to multi-task. Ability to make quick and effective decisions. Ability to identify, analyze, and resolve issues. Ability to be flexible and quickly adapt to changing business needs and processes. Ability to set, manage and meet goals and deadlines. Ability to exercise independent judgment and maintain confidentiality.
Education and Experience
Minimum high school graduate required. 2+ years of experience in residential property management. 2+ years of experience in maintenance and work order management or construction experience.
Job Competencies
Sense of urgency and desire to render excellent customer service. Ability to provide creative solutions to residents and vendors. Ability to de-escalate tense customer service situations. Solid ability to manage processes and to effectively review reports and images and take appropriate action relative to findings. Ability to organize workload, to prioritize activities and follow-up appropriately. Attention to detail and ability to communicate findings clearly in both writing and photographically.
Benefits
Medical, Dental and Vision Insurance, Employer Paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, PTO, and Paid Holidays.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.
Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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