Remote Maintenance Coordinator

About the Role
We are a U.S.?based real estate / property management company hiring a Remote Maintenance Coordinator in the Philippines. Your main job: own all maintenance requests from start to finish so issues get handled fast, tenants stay happy, and owners stay informed.

You will manage tickets, vendors, and communication. You are the “air traffic controller” for maintenance.

Key Responsibilities
1. Maintenance Request Intake & Triage

Monitor all incoming maintenance requests (portal, email, phone logs).
Log and organize requests in our system (AppFolio or similar).
Triage issues: emergency vs urgent vs routine based on our SOPs.
Gather missing details (photos, descriptions, access instructions) from tenants.
2. Work Order Creation & Scheduling

Create clear work orders with problem details, priority, and access notes.
Assign jobs to the right vendor / in?house tech based on skill, location, and cost.
Coordinate dates and times with tenants and vendors.
Confirm vendors have all info needed before dispatch.
3. Follow?Up & Ticket Management

Track all open work orders and follow up until completion.
Check status with vendors, reschedule if needed, and avoid jobs “falling through the cracks.”
Update work orders with notes, photos, invoices, and completion details.
Close tickets only after work is confirmed done and documented.
4. Tenant & Owner Communication

Keep tenants updated on status: scheduled, in progress, completed.
Communicate professionally and clearly via email, text, or phone (as needed).
Escalate serious / repeated issues to the Property Manager or owner quickly.
Provide simple weekly maintenance summaries (open tickets, completed, problem units).
Requirements
Based in the Philippines with excellent written and spoken English.
1+ year experience in property management, maintenance coordination, or similar admin role.
Experience with AppFolio or other property management software is a strong plus.
Very organized, strong follow?through, and comfortable handling many tickets at once.
Good problem?solving skills and calm under pressure (emergencies, upset tenants).
Stable internet connection and quiet work environment.
Able to work overlapping U.S. business hours.
Success Metrics
Average response time to new maintenance requests.
% of tickets completed within target time by priority level.
Number of overdue / stalled work orders.
Tenant / owner feedback on communication and speed.*