Operations Coordinator

Location: Kaukauna WI
Department: Service Operations
Reports To: Service Tech Leader
Employment Type: Full-Time (40 hours/week)
Schedule Options: MondayFriday (7:30am3:30pm 8:00am4:00pm or 8:30am4:30pm)
Compensation: Based on experience

Focus Property Management is a fast-growing service-driven company transforming the property management industry. Since 2019 we have grown by 1920% powered by a team committed to delivering exceptional resident experiences. Our mission is to improve our residents lives and create homes they are proud of.

The Customer Service Specialist (Service Operations) serves as the operational hub of our maintenance department. This role is responsible for managing incoming service requests dispatching and coordinating service technicians overseeing work order flow and ensuring timely and high-quality repair completion.

This position acts as the primary liaison between residents and the field service team ensuring seamless communication efficient scheduling and exceptional customer service.

• Receive triage and prioritize incoming maintenance requests

• Dispatch work orders based on urgency technician skillset and geographic location

• Monitor work orders from submission through completion

• Provide technicians with clear scopes of work and necessary documentation

• Maintain daily communication with field technicians

• Track service KPIs including completion times and resident satisfaction

• Identify and resolve scheduling conflicts and workflow bottlenecks

• Serve as the primary point of contact for maintenance-related inquiries

• Provide proactive updates on work order status and timelines

• Professionally de-escalate resident concerns

• Ensure high-quality service-focused interactions

• Accurately document all communication in AppFolio

• Manage and maintain work orders within AppFolio

• Ensure accurate documentation billing and work order closure

• Maintain organized digital records

• Assist with vendor coordination as needed

• Experience coordinating service technicians maintenance operations or dispatching

• Ability to manage multiple work orders simultaneously

• Strong scheduling prioritization and time management skills

• Experience handling customer service concerns professionally

• Accurate data entry and systems management experience

• Proficiency in Microsoft Office and Google Workspace

• Ability to thrive in a fast-paced deadline-driven environment

• Experience using AppFolio or similar property management software

• Previous experience in property management or maintenance coordination

• Service-oriented mindset

• Strong communication skills (verbal and written)

• Organizational and systems-driven approach

• Ability to remain calm under pressure

• Detail-oriented and process-focused

• Collaborative team player

• Health Dental Vision Insurance

• Short-Term Disability Accident & Life Insurance

• Paid Time Off

• Company Events

• Flexible weekday schedule options

• Hands-on job training

• Professional development and coaching (including personal finance and real estate investing training after probationary period)

• Office-based role located in Kaukauna

• Frequent communication with field technicians and residents

• Standard business hours MondayFriday

Focus Property Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.