Manager of Operations & Customer Service

AKRON METROPOLITAN HOUSING • Akron, OH • 4h ago

AKRON METROPOLITAN HOUSING AUTHORITY Job Title: Manager of Housing Operations and Customer Service Reports to: Director of Operations Department: Housing Management Date: July 2025 FLSA Status: Exempt Minimum: $62,300 - Salary is based on background, education, and experience related to the position. General Purpose: The primary purpose of this position is to support the Director of Operations in all aspects of the management of the housing portfolio. Assists with all areas of property management, including on-call management, on-site maintenance and inspections, vacancy production, leasing, Customer service resident problem resolution, Fire reports, insurance claims, property loss reports, communication request rent collections, budget development and all other considerations related to the housing developments Coordinates and oversees all new and current maintenance training and staff development. Participates in the Authority's short and long-term strategic planning, and works to align daily operations with the overall Authority goals and objectives. Essential Duties and Responsibilities: The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

Supervises the activities of subordinate staff members, including the administrative assistant, housing inspector and customer service clerks; ensures that work is prioritized and appropriately assigned; sets clear expectations and goals, provides timely feedback, and completes coaching sessions on a timely basis; provides appropriate training to staff members, and assures that staff have appropriate tools and resources to achieve their objectives; ensures that positions are filled with individuals who meet the skills, abilities, experience levels and competencies required by the position; ensures that staff work activities and management actions are in compliance with applicable union contracts; ensures that subordinate employees are trained in and follow appropriate safe work practices at all times; manages communication channels between staff and other departments within the Agency, delivers or recommends disciplinary action up to and including suspensions and terminations, approves timesheets and annual and sick leave, and monitors absences;

Troubleshoots work order problems; responds to questions and concerns from customer service clerks, lead property managers, maintenance supervisors, property managers, management aides and maintenance staff; attends to problems and inquiries in a timely and courteous manner. Oversees and responds to Director's Inquiry Line.

Assists the Director of Operations in identifying needs for property management improvement and in setting priorities. Completes projects and assignments related to any and all aspects of Low Income Public Housing, Project Based Multi-Family rental assistance and Tax Credit sites as assigned by the Director of Operations. The focus should be on turn times of vacant units, site open work orders and Skilled Trades open work orders, National Standard for Real Estate Inspection (NSPIRE) inspections.

Inspects properties regularly to ensure maintenance work is being performed correctly and to identify areas that need improvement; and provides direction and assistance in developing measurable plans of action for accomplishing the work. As needed, assists managers with NSPIRE inspections ad assigns work orders.

Assist and oversee any special projects assigned by the Director of Operation or Deputy Director.

Develop, coordinate and oversee janitorial and maintenance training programs. Assist property management with identifying site and individual training needs.

Works with Director of Operations, Property Manager and

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