ROLE TITLE

Facilities Associate VA (Property Operations & Resident Coordination)

We are looking for Virtual Professionals based in the Philippines.

• This is a fully remote Facilities Associate VA (Property Operations & Resident Coordination) position.

• Applications with an introduction video attached will be prioritized.

• Due to the fully remote nature of this role, it is important that candidates are comfortable communicating on video calls.

ROLE SUMMARY

You serve as the operational link between residents, vendors, maintenance teams, and property management across a US-based residential property portfolio.

This is not a passive administrative role. Your responsibility is to ensure that resident requests, maintenance coordination, vendor scheduling, and property records remain accurate, organized, and moving toward resolution at all times.

On a daily basis, you will encounter:

• resident concerns requiring immediate follow-up
• overdue maintenance requests
• conflicting scheduling between vendors and residents
• shared inboxes requiring prioritization
• changing property priorities and operational needs

Your role is to identify and resolve these issues before they impact resident satisfaction, operational efficiency, or property performance.

This position requires ownership. Waiting for someone else to follow up, coordinate, or resolve issues creates operational problems rather than preventing them.

Filtering Signal: This role is not suitable for individuals who require detailed daily instructions or simply respond to requests without taking ownership through resolution.

CORE RESPONSIBILITIES (REAL-WORLD EXECUTION)

1. Resident Communication (SERVICE & ISSUE RESOLUTION)

• Respond promptly and professionally to resident inquiries through phone, email, and resident portals.
• Monitor resident concerns and ensure every request receives timely follow-up.
• Communicate property updates, service interruptions, and notices clearly.
• Prioritize resident communication while managing multiple requests simultaneously.

2. Maintenance Coordination (WORK ORDER MANAGEMENT)

• Enter, assign, and monitor maintenance requests from submission through completion.
• Coordinate daily with maintenance teams, supers, vendors, and property managers.
• Follow up proactively on outstanding work orders before residents need to ask for updates.
• Resolve scheduling conflicts that may delay maintenance completion.

3. Vendor Coordination (EXECUTION & SCHEDULING)

• Coordinate vendor access for repairs, inspections, move-ins, move-outs, and property walkthroughs.
• Confirm appointments and communicate scheduling changes with all parties.
• Ensure vendors have the necessary access and information before arriving onsite.
• Follow through until work has been completed and documented.

4. Property Operations (ADMINISTRATIVE ACCURACY)

• Maintain accurate property records within the Property Management System.
• Update resident information, maintenance history, and operational documentation.
• Assist with unit turnovers and move coordination.
• Support accounts receivable activities by participating in outreach and documenting communications.

5. Operational Support (PROCESS OWNERSHIP)

• Identify operational inefficiencies and recommend process improvements.
• Support multiple properties during periods of high demand or staff absences.
• Respond appropriately during emergency situations by coordinating communication between residents, vendors, and internal teams.
• Adapt quickly as operational priorities change.

6. Reporting & Documentation (PROPERTY VISIBILITY)

• Maintain organized documentation for maintenance requests, resident communications, vendor activity, and operational records.
• Ensure property records remain accurate, complete, and current.
• Document follow-ups and outstanding issues clearly for internal visibility.

REQUIREMENTS (NON-NEGOTIABLE)

• Previous experience in Property Management, Facilities Coordination, Resident Services, or Property Operations.
• Minimum of 1 year of property management experience and customer service experience.
• Hands-on experience using Yardi Voyager and Maintenance IQ.
• Experience coordinating maintenance requests, work orders, and vendor scheduling.
• Strong written and verbal English communication skills.
• Excellent organizational and multitasking abilities.
• High attention to detail with strong follow-through.
• Comfortable working independently with minimal supervision.
• Able to prioritize competing operational demands without sacrificing resident service.
• Candidates who require constant supervision or highly structured daily task lists are unlikely to succeed in this role.

TOOLS

• Property Management Software
• Yardi Voyager (Required)
• Maintenance IQ (Required)
• Google Workspace
• Microsoft Office Suite
• Resident Communication Portals

WHAT WE VALUE MOST

• You proactively follow up rather than waiting for residents to ask again.
• You keep maintenance requests moving until fully resolved.
• You maintain accurate property records and operational documentation.
• You communicate clearly with residents, vendors, and internal teams.
• You manage multiple priorities without losing attention to detail.
• You identify operational issues before they become resident complaints.
• You improve efficiency through ownership and accountability.

WHAT THIS ROLE IS NOT

• Not a receptionist or front desk role.
• Not a general administrative assistant position.
• Not a passive customer service role that simply forwards emails.
• Not a maintenance technician position.
• Not a role where resident issues are escalated without first attempting operational resolution.
• Not suitable for individuals who depend on constant direction before taking action.

POSITION DETAILS

• Remote (Philippines-based)
• Independent contractor engagement
• Availability during US business hours required for coordination overlap.
• Fast-paced property management environment with changing daily priorities.
• Occasional evening or weekend availability may be required to support operational needs.

APPLICATION INSTRUCTIONS

To apply, please answer the scenario below:

Scenario:

A resident reports that a maintenance request submitted three days ago has not been completed. The assigned vendor says they never received the work order, while the Property Management System shows the request as "In Progress."

Task:

Describe your actions during the first 60 minutes after becoming aware of the issue. Outline your process step by step.

We are evaluating:

• Speed of decision-making
• Resident communication and service mindset
• Vendor coordination and follow-through
• Ability to maintain accurate operational records
• Ownership, accountability, and problem-solving
• Clear thinking and practical judgment under changing priorities

Benefits

• PTO
• HMO
• Fully Remote Work