Description

Regional Vendor Coordinator

Who We Are

Sylvan Road is a technology-enabled, data-centric, and vertically integrated investment management firm focused on single-family real estate. As a pioneer of the emerging institutional asset class of single-family rental housing, Sylvan Road has developed a sophisticated business model over the last decade. We have several distinct business operations in investment management, brokerage, construction, property management, field services, and software development, each of which operates in concert with each other to deliver on investor returns and resident satisfaction. Operating primarily as a virtual employer, our success comes from the high value we place on our people, process, and technology.

Why Work For Us

Sylvan Road is experiencing tremendous growth and so we are in the midst of an exciting transformation to better support a high-growth, dynamic business. This opportunity will enable you to make a significant and notable impact within our organization and to contribute to our development. We come to work every day excited by the growth of our industry and our company, as we play a role in spurring its expansion and success. We are looking for like-minded people who are passionate about driving innovation in order to make a meaningful difference for our employees, residents, and investors.

Role Objectives & Responsibilities

The Regional Vendor Coordinator is a remote vendor centric role to support the field operations of a residential single-family real estate investment trust operating in several markets throughout the US. This position is responsible for managing new and existing work orders related to service requests on resident occupied and vacant rental properties. The Coordinator will guide work order completion through problem solving for onsite approval as needed and/or through the bidding-approval process. This position is also responsible for the overall performance of their region to include but not limited to: work order completion time, costs per work order/property, ownership of escalations, management of vendors within region, vendor performance coaching, volume management, coverage capacity planning, communication, work order scope validation, order closure, and all other duties assigned.

• Ensure all work orders within the assigned area are completed within set timelines. This includes stretch assignments, coverage, and all order assignments provided.

• Effectively manage and control costs at an order and asset level.

• Drive work order completion with a sense of urgency, attention to detail, and in accordance with procedures & spec

• Make regular phone calls with your vendors and contact the residents (as necessary)

• Facilitate scheduling of work orders between residents and vendors

• Triage incoming bids- Onsite Approval or letterhead and identify pricing discrepancies to speed up the approval process. Submit costs as necessary for approval per policy.

  • Trend identification of pricing discrepancies to provide vendor relationship coaching.

• Provide direct ownership of all escalations and urgent issues within region or as assigned.

• Develop vendor partnership through direct communication including but not limited to trend identification in timeframes, pricing, coverage, quality, and invoicing.

• Maintain records and monitor workflow status daily to ensure daily productivity metrics are met.

• Proactively communicate with residents and field staff for the assignment of work and for any delays associated with material sourcing or otherwise.

• Performance based assignment, arrangement and maintenance of vendor coverage and workload

• Create and assign work orders as necessary.

• Follow process and approval guidelines, ensuring that bids and cost approvals follow procedure

• Regularly handles escalations and urgent issues; correctly identifies maintenance issues that require urgent handling for resident safety and asset preservation

• Ensures appropriate scope of work matches vendor bid and subsequent work

• Ensures maintenance work is completed to quality standard, local, state and federal codes, permit requirements, and ordinances

• Facilitate vendor onboarding in assigned areas

  • Responsible for new vendor warm transfer into field services

• Review completed work to confirm photos are sufficient for quality, order closure & invoicing review.

• Maintain a high level of customer service when dealing with both clients and internal team member.

• Maintain QC scores at or above 95%

• Other duties as assigned.

Requirement Knowledge & Experience

• High school diploma / GED or equivalent

• Prior residential/multifamily maintenance experience preferred

• Prior customer service experience

• Problem-solving experience is a must

• Proven ability to multi-task

• Knowledge of Propertyware preferred

• Strong technology skills using MS Office tools and client work order management software

• Excellent written and verbal communication abilities in a team environment

• Strong attention to detail

• Strong typing and computer skills

• Ability to work and communicate with people in varying disciplines with different background

Required Skills

• Ability to thrive in a fast paced, high growth startup mentality environment

• Must be flexible and adaptable with the ability to pivot as needed

• Must possess a high EQ and the ability to work with multiple business lines, personalities and stakeholders while remaining professional and respectful

• Must have excellent communication skills, both verbal and written

• Must be highly organized, proactive, and detail-oriented

• Must possess strong time management skills, ability to prioritize and work with a sense of urgency at all times.

• Ability to meet tight deadlines and thrive under pressure, commitment to results.

• Ability to work with a high level of autonomy, in a virtual setting with the ability to consistently meet hiring goals and requirements.

• Must be able to work efficiently in all Microsoft Word, Excel, and Powerpoint. Must be able to operate within Google’s suite of services.

What We Offer

• Market rate competitive compensation

• PTO (paid time off) and 11 company-paid holidays

• Comprehensive Benefits Package: Medical, Dental, Vision, etc...

• 401K with company match

• Remote working environment

Organizational Relationships

• Reports to: Manager of Maintenance Vendor Services

Sylvan Road and its affiliates is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal or State Law.

Qualifications