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Maintenance Coordinator (Virtual) US Residential Property Management | Remote (Philippines) | Full-Time Contractor

QUICK FACTS

• Title: Maintenance Coordinator (Virtual)
• Reports To: Assistant Property Manager (escalation & approvals)
• Location: Remote (Philippines). US Central business-hours overlap required.
• Type: Full-time contractor (~40 hrs/week)
• Schedule: Monday–Friday, 8:00 AM – 5:00 PM Central (US business hours)
• Compensation: $1,800–2,100/mo USD (commensurate with experience) + 13th month pay (paid in December, prorated by tenure)
• Start Date: ASAP

ABOUT US We are a growing Austin, Texas–based residential property management company managing 400+ doors — single-family homes and duplexes — across the greater Austin Metro area. We are committed to delivering an exceptional, hands-off ownership experience and great service to our residents. We run on AppFolio and are scaling deliberately, through systems, accountability, and talented people rather than constant management oversight. Every member of our team is expected to use AI daily to work faster, more accurately, and more independently.

THE ROLE The Maintenance Coordinator owns the end-to-end resolution of maintenance across our portfolio — from intake to closeout — with minimal hand-holding. You are the single point of accountability for work orders: you triage them, coordinate vendors, communicate with residents and owners, and drive each one to completion within target timelines.

You perform your own due diligence and bring decisions to your approver as a clean Yes/No or A/B/C question with full context attached — never an open-ended "what should I do?"

This is not a passive ticket-routing role. We are not looking for a dispatcher; we are looking for someone who owns outcomes. This is an individual-contributor role — you personally own and execute the maintenance workflow end to end. You will make sound judgment calls within defined authority limits, anticipate problems before they become emergencies, keep meticulous records, and use AI tools to multiply your output. If you need to be told what to do every day, this is not the right fit.

WHAT YOU WILL OWN

Work Order Management

• Triage and prioritize all incoming work orders in AppFolio: occupied properties first, then vacant, then annual inspections — adjusting for safety or legal urgency (a leak, no-AC in summer, or fire hazard always moves up).
• Assign new work orders the same day they are received.
• Maintain a continuously updated, color-coded, priority-tagged work-order tracker (with work-order age) so nothing slips and weekly reviews are never a last-minute scramble.
• Drive every work order to closeout as quickly as possible — target under 7 days — and keep aged (7+ day) open orders to a minimum.

Vendor & Repair Coordination

• Source, schedule, and follow up with vendors (plumbers, HVAC, electricians, handymen, etc.); confirm scope, negotiate pricing, and verify quality on completion.
• Gather and review estimates and photos before requesting any approval — always get the full picture first.
• Maintain accurate, current vendor records, including W-9s, certificates of insurance (COIs), and pricing agreements.
• Process and route vendor invoices within 2 business days of receipt.

Resident & Owner Communication

• Respond to resident and owner maintenance inquiries promptly and professionally across all channels.
• For emergencies, call the resident within 30 minutes of receipt and notify them immediately once a vendor is scheduled.
• Keep communication clear and professional (no slang, emojis, or "LOL"). Use AI to polish drafts before sending.
• Read and correctly apply the lease on every relevant work order — the lease defines who is responsible for a repair, what the resident is owed, and the limits of your authority. You are expected to check the lease before making determinations, not after.

Turnovers, Make-Readies & Inspections

• Coordinate make-ready walks within 1 business day of move-out; drive make-readies to completion in a 7–10 business-day target window.
• Collaborate with leasing and field teams on turnover work and move-in repairs.
• Coordinate annual inspections and any follow-up work they surface.

Preventive & Seasonal Readiness

• Drive seasonal property readiness: freeze prep, HVAC inspections, pest control, and similar recurring work.
• Anticipate weather-sensitive issues (a Texas freeze or heat wave) and get ahead of them.

Utilities & Accounting Support

• Assist with paying utility bills online and coordinating utilities during turnovers.
• Support the Accounting team with collecting invoices and vendor invoice adjustments when needed.

Documentation & SOPs

• Save and correctly label all photos (work-order #, property) in JPEG format so anyone on the team can find them.
• Keep your SOP wikis clear and current. The standard: could another team member run this process from your documentation with little to no further support?

SUCCESS METRICS (KPIs)

• New work orders assigned: Same day
• Emergency work orders: Call resident within 30 minutes; notify when vendor scheduled
• Follow-up on open WOs (vendor/resident): Every 1–2 business days until confirmed
• Work order closeout: As soon as possible; within 7 days
• Make-ready walk: Within 1 business day of move-out
• Make-ready completion: 7–10 business days post move-out
• Vendor invoices processed: Within 2 business days of receipt
• Aged work orders (7+ days): Kept to a minimum

AUTHORITY & DECISION RIGHTS

• Repairs $1,000 or under: Full authority — use your best judgment, no approval required.
• Repairs over $1,000: Escalate to your approver with full context (owner notification is required per the management agreement).
• Estimate / work approval: No work proceeds unless you have personally approved it. If you didn't approve it, it isn't approved.
• When to escalate: You're genuinely unsure; it's high-consequence or legally sensitive; or it's an emergency (flood, fire, gas leak, etc.). Always frame as Yes/No or A/B/C with photos, estimate, WO #, and context.
• When NOT to escalate: A resident is simply anxious or frustrated, or you can resolve it yourself within your authority.

AI PROFICIENCY — HARD REQUIREMENT This is not a nice-to-have. Every member of our team uses AI daily, and you will be evaluated on your ability to use AI to work faster and produce higher-quality output.

• Proficient with ChatGPT or Claude for drafting resident, owner, and vendor communications, summarizing, and problem-solving.
• Able to write effective prompts that produce usable first drafts.
• Comfortable using AI to research unfamiliar repair or maintenance situations and synthesize next steps.
• Willing to adopt new AI tools and workflows without hand-holding. You will be tested on this in the interview. If you have never used AI tools in a work context, please do not apply.

REQUIREMENTS

Must Have

• Direct maintenance-coordination experience in US residential property management — not general admin or VA work. You have owned work orders end-to-end.
• Hands-on AppFolio experience (work orders, reporting, owner and resident records).
• Strong working knowledge of residential maintenance — HVAC, plumbing, electrical, appliances, and general repairs — including common repair timelines and vendor negotiation.
• Excellent written and spoken English; professional, clear, and calm under pressure with residents, owners, and vendors.
• Strong judgment and ownership — you make decisions within guardrails rather than waiting to be told.
• Meticulous attention to detail and follow-through; you do not drop work orders.
• Demonstrated AI proficiency (ChatGPT, Claude, or equivalent) in a real work context.
• Reliable high-speed internet and a quiet, professional home-office setup.
• Available Monday–Friday, US Central business hours.
• Able to read a residential lease and apply it to real maintenance situations — determining responsibility, obligations, and authority from the lease terms. This is foundational to the role; you will rely on it daily.

Nice to Have

• 3+ years of property management maintenance coordination experience.
• Experience creating and improving maintenance processes, workflows, and SOPs.
• Familiarity with HelpScout, Basecamp, and Google Workspace.
• Knowledge of Texas habitability and repair-timeline standards.
• Light automation experience (Zapier / Make) or genuine interest in building systems.

We Will Not Move Forward With Candidates Who

• Lack genuine, specific maintenance-coordination experience (general VA experience alone is not enough; please do not apply if you do not have prior experience in maintenance coordination in a property management company).
• Cannot demonstrate practical lease comprehension — i.e., reading a lease and correctly determining maintenance responsibility and authority.
• Have no demonstrated experience using AI tools at work.
• Require constant direction — this role demands independent judgment within defined limits.
• Cannot communicate clearly and professionally in English, or cannot commit to consistent Central-time hours.

WHAT SUCCESS LOOKS LIKE The person who thrives in this role:

• Takes ownership rather than passing problems to others.
• Solves problems before escalating them.
• Makes sound decisions with limited supervision.
• Holds vendors accountable to scope, price, and quality.
• Improves systems and processes proactively.
• Communicates clearly and professionally.
• Creates confidence among owners, residents, and leadership.

OUR CORE VALUES Extreme Ownership · Solutions, Not Excuses · Attention to Detail · Continuous Improvement · Professional Communication · Accountability · Team-First Mentality

TOOLS YOU WILL USE

• AppFolio (property management / work orders)
• HelpScout (SOP wikis & documentation)
• Basecamp (project & task coordination)
• Google Workspace (email, docs, sheets, drive)
• ChatGPT / Claude (AI-assisted drafting & research)
• A weather app set to Austin, TX (for weather-sensitive repair prioritization)

SCHEDULE

• Full-time (~40 hrs/week), Monday–Friday, 8:00 AM – 5:00 PM Central.
• This is a weekday role — no weekend work. Weekend and after-hours emergency coverage is handled by a separate team member; you are responsible for a clean Friday handoff of any open or pending items.
• Remote — Philippines-based candidates only.
• First 90 days are a trial period; either party may end the engagement with 7 days' written notice. Compensation reviewed at 90 days and annually thereafter.

HIRING PROCESS

• Apply — Submit your resume and complete the TestGorilla assessments (link below). Please provide 2 professional references on your resume (recent supervisors or employers). We verify references and may contact prior employers directly.
• Screener Call — A 15-minute video call to discuss your experience.
• Trial Project — A short, scenario-based exercise reflecting real work-order situations you would handle in the role, including a recorded walkthrough of how you would solve them.
• Final Interview — Review your trial results and meet the team.

HOW TO APPLY To be considered, complete the TestGorilla assessments here: https://app.testgorilla.com/s/1rk4k81s

Your application must include:

• Your resume
• 2 professional references
• A 2-minute video (camera on, no slides) introducing yourself
• Responses to 3 TestGorilla maintenance questions

Applications missing the video or written answers will not be reviewed. We look forward to reviewing your resume!

Pay: Php110,700.00 - Php129,150.00 per month

Benefits:

• Company Christmas gift
• Opportunities for promotion
• Work from home

Work Location: Remote