Afterhours & Emergency Response Manager

The Afterhours & Emergency Response Manager will lead Harmoniq Residential’s off-schedule response teams. This position will serve on the maintenance division’s Leadership Team to streamline Harmoniq’s afterhours response experience (both internal and external) along with next-day transition to the on-schedule onsite teams. This position will interface with the Maintenance & Facilities Manager for any material afterhours and/or emergency items from the day prior as well as liaise between the on-call technician and onsite technician to ensure any addressed/open items are effectively handled the following day. The Afterhours & Emergency Response Manager will focus on Afterhours & On-call Management, Call Tree Audit & Management, Coverage Needs & Vendor Relationship Management. The Afterhours & Emergency Response Manager assume the duties and authority of the Maintenance & Facilities Manager when they are absent, on leave or on vacation.

Job Responsibilities

Afterhours & On-Call Management

• Afterhours Schedule Creation for each market ensuring appropriate coverage and back-up coverage through normal season and holiday seasons.
• Provide Training to on-call teams of all assets within their response region/geography.
• Perform detailed Situational & Scenario Analysis training to ensure all on-call technicians are trained in a variety of afterhours situations should there be no response from onsite team.
• Creation, Audit & Maintenance of afterhours site information, both hardcopy or cloud-based, including but not limited to access codes, shutoff mapping, restoration & remediation vendors, etc.
• Ensuring maintenance team is appropriately compensated for afterhours work, ensuring work is billed and paid to team member.

Call Tree Management

• Manage third-party afterhours call center relationships, including but not limited to operator response, cost & contract, pre-determined charges and response audits.
• Creation of market-based call tree with on-call expectations per employee.
• Create call tree guidelines and response time audits.

Vendor Relationship Management

• Maintain and establish afterhours/on-call relationships with both existing and new vendors alike.
• Create Top 3 recommended vendors per service line for emergency service based upon response time and scope of afterhours capabilities, per market.
• Recommend, strategize and negotiate portfolio-wide Harmoniq bids/service for afterhours response, restoration and remediation.
• Establish/recommend new vendors to include on Harmoniq’s Master Vendor List.

Requirements

Attendance is an imperative job function. Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.

Driving/Traveling Requirements

Frequent need (33% to 66% of the time) to utilize personal transportation to inspect apartment community, run property errands, meet with vendors, community outreach, and meetings at corporate office.  Must have valid driver’s  license, reliable vehicle, and automobile insurance.

Essential Job Functions

• High School Diploma or equivalent required; Bachelor’s degree preferred, but not required.
• A minimum of one year experience in a customer service related industry and two years apartment leasing experience or a combination of accounting skills/education with customer service experience is preferred.
• Must possess strong attention to detail, great communication skills and sales ability.
• Demonstrate ability to support and contribute to a community team.
• Highly organized and capable of meeting strict deadlines and understand the sense of urgency.
• Able to undertake multiple projects, manage shifting priorities, and handle a heavy workload.
• Fair Housing Certification, willingness to obtain prior to interacting with prospective residents.
• Experience with Microsoft office suite with specific strength in Excel to develop and utilize complex spreadsheets.
• Competence in accounting software and property management software (Resman) preferred.
• Familiar with database and project management software such as Smartsheet.
• Participate in training in order to comply with new or exisiting laws.
• Ability to work a flexible schedule, including evenings and weekends and sometimes on call for resident emergencies when manager approval is needed. (We do have a 24/7 on call hotline for residents).
• Neat, clean, and professional at all times throughout the work day and/or whenever present at the community. Professional appearance when representing the property and company at industry events, networking events, industry awards, etc.
• Comply with expectations and dress code as demonstrated in the Employee Handbook.
• Demonstrate ability to diffuse and respond to customer concerns/issues to avoid escalation
• Entrepreneurial mindset – Loves to be challenged, determined to win, puts clients and teammates first, collaborative, inquisitive, self-motivated, and operates on trust (not fear).
• High integrity – Trusted, direct, truthful. Embodies confidence and admits mistakes.

Benefits

Core Values/Mission

Harmoniq Residential is one of the largest residential management firms in the state of Wisconsin.

Our company is built on the virtue of INTEGRITY and is based on three principles.

Warrior-Spirit

We desire to be challenged, love the pursuit and are determined to win.

We commit to being our best.

We are enterprising. We imagine, create and innovate.

Empathy

We put others first – our teammates and our clients.

We value EQ over IQ.

We operate on trust, not fear.

Better Together

We love what we do and we love doing it together.

We believe the whole is greater than the sum of its parts.

We can do anything together. We are family.

Since 2021 our approach to business has been simple - help identify the needs of our customers and offer solutions that work. We’re committed to providing superior real estate services that exceed our customer’s expectations and build relationships that stand the test of time. All of our decisions are investments. We are a real estate investment firm disguised as a property manager.

Harmoniq Residential provides equal employment opportunity to all persons. No employee or applicant for employment will be discriminated against because of race, creed, origin, marital status, sexual orientation, age, otherwise qualified

Our Golden Circle

Why: To constantly challenge the status quo and change the perception of the property management industry

How: By creating a Harmoniq ecosystem for all stakeholders throughout the lifecycle of an asset

What: Managing Class A & B Value-add residential communities

Core Mantra: We Make The Difference