• Service Manager

    Job Locations US-FL-Tampa
    Posted Date 2 years ago(11/8/2016 4:32 PM)
    # of Openings
    Communities - Service


    Role Overview


    The role of the Service Manager is like duct tape – you serve multiple purposes and can fix anything!  You are part administrator, part handyman/woman, part educator, and part customer service superstar!


    At Cortland Partners, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As a Service Manager at Cortland Partners, you manage the service team in maintaining the physical integrity of a multi-million dollar, multifamily apartment home community.


    As a Service Manager, people think of you as a character from their comic book because you seem to have superhuman powers when it comes to making your community a cleaner and more beautiful place for your residents to call home.


    At your community, you are the point person for creating worry-free living.  You and your team prevent issues from arising by anticipating problems residents might have before they even occur.  You’re as handy as they come, and electrical, plumbing, HVAC, gas, appliance, structural, lighting, and security system issues are no match for you.  You know how to repair and diagnose pretty much anything, and you continually improve the lives of your residents one galaxy at a time – er, one apartment at a time!


    If this sounds like you, we would love to talk to you about opportunities in the Tampa area.


    What You Should Know in Advance


    • Commitment and patience are key characteristics you’ll need.
    • 70% of the job is office/report/vendor work – if you’re just looking for a “hands-on” job, this isn’t it.
    • You’ll need a basic understanding of financials and budgets.
    • You might want to look into juggling lessons; there are a lot of moving parts in a day.
    • You will interact with residents and customers from all stages and walks of life.
    • You’re a salesperson, too!
    • The work is fast-paced and can be both mentally and physically challenging.
    • You are accountable for the success of your service team.
    • Living onsite can be a real plus.
    • You’ll need to be more computer literate than you might think. Experience working with property management software is a plus!
    • Your team is responsible for protecting and maintaining a multi-million dollar asset!

    The Real Work


    • Walking in your residents’ shoes
    • Delegating and prioritizing
    • Interacting with residents, listening to their concerns, and handling service requests promptly
    • Thinking proactively
    • Overseeing the community’s appearance
    • Maintaining and working within a budget
    • Managing an inventory of supplies 
    • Scheduling and organizing vendors/contractors
    • Project managing your service team
    • Communicating clearly and professionally
    • Coordinating move ins/outs
    • Partnering with the Community Manager, office staff, and potential construction teams
    • Training new service team members

    A Day in the Life


    In the words of a Cortland Partners associate, here’s a snapshot of a day in the life of a Service Manager:


    “Once I arrive in the morning, the first thing I do is make sure that my team is working through the opening checklist to get the community ready to open for the day. Next, I check our service requests status. The team gathers for a quick meeting, where I delegate the service requests and any additional items for the day. We check the make-ready board to see where we are on move-ins and divide those responsibilities up as well.  Then, it’s on to checking email and returning phone calls, making note of any items I’ll need to address later in the day. The next chunk of my day is spent out in the community. I visit the project manager to see how we’re doing on renovations, and I might finish up a punch job or two. I’ll walk the community to note any needed repairs or spots where we need to improve the curb appeal. Then, I check in with the Community Manager on any issues and start working through vendor or inventory items.  Generally, there are resident concerns that need to be addressed throughout the day, as well.  Often, they only want to speak to me or the Community Manager, so I personally visit the resident to address the issue.  Throughout the day, I’ll also update the make-ready board as my team completes them.  I spend some time reviewing any financial or budget needs. Then, I might address staffing issues.  Sometimes in the evenings, I monitor the trash compactors or work on some ways to better educate residents on maintaining their apartment home. Basically, I look at my role this way: I have a job because of our residents, so I’m there to provide them the best living experience possible. ”


    -          A Cortland Partners Service Manager   


    What You Will Enjoy


    • The opportunity to make a positive difference in your residents’ lives, every day
    • The work day diversity – you will never be bored
    • The feeling you get when you’ve resolved an issue and made someone happy
    • The pride you can take in your responsibility of a multi-million dollar asset
    • The feeling of accomplishment when fifty service requests become zero service requests
    • The accessibility and support of your leadership
    • The role you play in “kicking it” on budget and financial performance
    • The visibility and impact you can have within the company

    What Will Challenge You


    • The need to engage in conflict resolution with residents, vendors, and team members
    • The requirement of working within a budget
    • The resident and team dynamics 
    • The workload volume

    What You Will Love About Cortland Partners


    • We’re a growing company with a big family feel.
    • We care about developing your success.
    • Our leadership is visible, accessible, and receptive.
    • We love to celebrate our success stories!

    What You Can Become


    • A Senior Service Manager
    • A Regional Service Manager
    • A Training Resource
    • A Mentor
    • A Person Your Residents Count On


    Required Knowledge and Experience


    • Ability to execute in a multitasking environment
    • Ability to lead a maintenance service team
    • Vendor management
    • Minimum of 7 years’ experience in property management
    • Ability to earn future designations as required by industry standards, EPA regulations, OSHA requirements, etc.
    • Construction background helpful
    • CPO may be required
    • Highly developed skill set in at least one major field (HVAC, electrical, plumbing, construction)
    • Demonstrated ability to teach and mentor
    • Current certifications in EPA, CPO, Mold Class, HVAC, Pool Technician
    • High School Diploma required, college preferred


    Company Overview


    At Cortland, we create, reimagine, and manage apartment communities for over 100,000 residents nationwide. Headquartered in Atlanta, GA, we have communities in ten states and regional offices in Charlotte, Dallas, Denver, Houston, and Orlando. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.


    Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.




    Cortland Partners is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace.  We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.  If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortlandpartners.com or call 404.965.3988.


    Cortland Partners is a drug-free workplace.


    Cortland Partners participates in e-verify to verify the employment status of

    all persons hired to work in the United States.


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