Customer Service Manager Jobs in San Rafael, CA (NOW HIRING)

Description

About Prime: Prime Residential is a leading multifamily owner and operator headquartered in San Francisco, with a portfolio of more than 21,000 apartment homes across the West Coast. For more than three decades, we've been committed to caring for communities where residents love to live - pairing well-maintained homes with exceptional service and sought-after locations. We're proud to maintain a richly diverse and inclusive culture where our team members feels welcomed, valued, and set up to do their best work.

Property Details: Waterview has 180 units and is located in Benecia, CA

Schedule: Monday through Friday from 9am to 6pm

Target Pay: $33.04 per hour + eligible for up to 20% annual discretionary bonus

Role Overview: The Service Manager leads the essential maintenance function at our communities, ensuring curb appeal, cleanliness, make readies, service requests, and ongoing maintenance. This role is critical in providing residents with essential services and maintaining their enjoyment of the community. You are integral to the smooth day-to-day operations and serve as a community ambassador, exemplifying our company values. The Service Manager must strategically and effectively lead a diverse team, aligning with the community management team and organizational values. 

Who You Are:

• Technically proficient with various building mechanical components and a hands-on, advisory disposition. 
• Leadership-focused with high standards of excellence and a passion for mentoring and coaching team members. 
• Detail-oriented problem solver with a strong sense of ownership and pride in your work. 
• Customer service-oriented professional who remains calm and professional when addressing resident concerns. 
• Skilled in risk assessment and decision-making within the maintenance function, helping to minimize incidents and ensure safety. 
• Self-driven and proactive, able to work independently and collaboratively. 
• Key Responsibilities:
• Lead and oversee the service team, ensuring high performance and efficiency. 
• Conduct daily meetings and provide coaching and mentoring to the team. 
• Organize and lead training sessions in partnership with the Maintenance Training Manager. 
• Collaborate with the Community Director on personnel performance, operations, and budget. 
• Foster a customer-focused culture of respect, responsiveness, and efficiency. 
• Manage and complete service requests and prepare vacant apartments. 
• Diagnose and repair building components such as appliances, electrical systems, plumbing, and HVAC (with proper certification). 
• Regularly inspect apartment homes to maintain standards. 
• Ensure the quality of work performed by contractors and service providers. 
• Conduct routine property inspections to identify and address safety concerns. 
• Perform routine fire and life/safety inspections and annual unit inspections. 
• Oversee the appearance and cleanliness of grounds, common areas, and amenities. 
• Maintain proper work area conditions and adhere to safety protocols. 
• Lead safety meetings, ensure SDS accessibility, and stay current with OSHA regulations. 
• Manage inventory, perform preventative maintenance, handle purchase orders, and work with vendors for timely delivery. 

Physical Requirements:

• Ability to traverse property grounds, climb ladders, and work in confined spaces up to 25% of the time (bending/stooping/crawling). 
• Lifting: Move up to 25 lbs independently, 50 lbs with assistance, and 75-150 lbs with material handling equipment. 
• Ability to work indoors/outdoors in all weather conditions; occasional exposure to fumes/solvents. 
• Perform repetitive motions (reaching/scrubbing) and operate tools with full finger dexterity. 
• Mandatory on-call rotation for evenings, weekends, and holidays. 

Requirements

• 5+ years of related experience in residential property maintenance. 
• 2+ years of leadership experience overseeing maintenance team.
• Valid driver's license for operating community vehicles and/or golf carts. 
• Multi-Family housing experience is preferred. 
• Competency in RealPage/OneSite or other property management software is preferred. 
• HVAC Certification is preferred. 

What We Offer:

At Prime Residential, we believe our people are our greatest investment. We're proud to provide benefits that support your health and growth, including:

• Comprehensive medical, dental, and vision coverage, including a zero-cost medical plan option.  
• PTO plus company-wide holidays, 2 floating holidays, a day off for your birthday, and a day to give back through volunteering.
• Paid Parental Leave. Because the most important things in life shouldn't have to compete with work.
• A 401 (k) plan with potential company match to help you plan for the future.
• Tuition reimbursement to support your continuous learning and career development.
• Team members receive exclusive housing discounts at Prime-managed properties, because we believe the people who build great communities should get to be part of them.

JOIN OUR TEAM: If you are a dedicated professional with a passion for maintenance excellence and customer service, we would love to hear from you! Apply now to join Prime Residential and contribute to our vibrant community.  

Privacy Notice: https://www.primegrp.com/ccpa-info-current-and-prospective-employees/   

At Prime Residential, we celebrate and support diversity for the benefit of our employees, our business, and our community.  

Prime is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Prime is also committed to compliance with all fair employment practices regarding citizenship and immigration status and, where applicable, pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.  

Regarding Prime Residential's Compensation Philosophy: The pay range for this position refers to what we reasonably expect to compensate for this role. Individual compensation is based on various factors, including experience, education, skillset, and geographic location. The specified range is reflective of the intended regional labor market. 

PLEASE NOTE: To promote equity and uphold our internal compensation standards, the target base and bonus for this position are non-negotiable. 

 #LI-DNP