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

The Facilities Associate is the first line of support for residents and a key part of the property's day-to-day operations.

You are responsible for resident communication, maintenance and work order coordination, vendor scheduling, property administration, and operational follow-through. You ensure resident requests are properly documented, assigned, monitored, and resolved while keeping property management systems accurate and up to date.

This is not a passive administrative role. You are expected to take ownership of issues, follow up consistently, coordinate with the appropriate people, and keep work moving without requiring constant direction.

The role requires someone who can manage multiple resident requests, maintenance issues, vendors, schedules, and administrative priorities simultaneously while maintaining a high level of accuracy and professionalism.

Filtering Signal: This role is not suitable for candidates who require step-by-step instructions for routine property operations, fail to follow up on outstanding issues, or treat work order coordination as simple data entry.

CORE RESPONSIBILITIES (REAL-WORLD EXECUTION)

1. Resident Communication (SERVICE & ISSUE RESOLUTION)

• Respond to resident inquiries through phone, email, and online portals in a timely and professional manner.
• Log and monitor resident service requests and complaints.
• Follow up on resident requests to ensure issues are addressed and resolved.
• Distribute notices regarding building updates, service disruptions, and other property communications.
• Answer and route calls appropriately.
• Monitor shared and individual email inboxes and ensure resident communication remains a consistent priority.

2. Maintenance Coordination (WORK ORDER MANAGEMENT)

• Enter, assign, and track maintenance requests daily.
• Coordinate maintenance requests with supers, vendors, and property management staff.
• Consistently follow up on open work orders to ensure timely resolution.
• Monitor outstanding requests and identify items requiring additional follow-up.
• Maintain accurate work order status and documentation within the property management systems.

3. Vendor Access & Scheduling (COORDINATION & FOLLOW-THROUGH)

• Manage vendor access for in-unit work, inspections, property walkthroughs, and other access requirements.
• Coordinate schedules between vendors, residents, supers, and property management staff.
• Communicate scheduling details and changes to the appropriate parties.
• Follow through on vendor appointments and outstanding work until the required activity is completed.

4. Unit Turnovers & Property Operations

• Assist with unit turnovers by scheduling, documenting, and communicating activities related to move-ins and move-outs.
• Manage day-to-day operational activities with an understanding of budgets and expenses.
• Ensure activities remain aligned with financial targets and cost controls.
• Participate in weekly accounts receivable calls and resident outreach.
• Maintain diligent and accurate notes from accounts receivable activities and outreach.

5. Property Management Systems & Process Improvement

• Maintain and update the Property Management Software and digital tools to ensure information remains accurate at all times.
• Keep property, resident, maintenance, and operational information properly documented.
• Identify process inefficiencies that may affect operational efficiency or resident satisfaction.
• Communicate and implement appropriate process improvements.
• Provide actionable feedback to improve existing systems and contribute to technological innovation.

6. Emergency & Portfolio Support

• Adapt to evolving company priorities and support operational needs as they arise.
• Respond promptly to emergency situations by coordinating with residents, vendors, and internal teams.
• Provide backup support to other properties during staff absences or periods of high demand.
• Take on additional varied responsibilities as directed to support overall community success.
• Remain responsive when occasional weekend or evening support is required.

REQUIREMENTS (NON-NEGOTIABLE)

• Minimum 1 year of property management experience.
• Previous customer service experience involving direct communication with residents, customers, or clients.
• Hands-on experience using Yardi Voyager.
• Hands-on experience using Maintenance IQ.
• Experience coordinating maintenance requests and work orders.
• Experience coordinating with vendors and property management staff.
• Strong written and verbal communication skills.
• Highly organized and detail-oriented.
• Able to manage multiple tasks and competing priorities simultaneously.
• Strong relationship-building skills with residents and team members.
• Excellent follow-through and ability to monitor issues through resolution.
• Comfortable working in a fast-paced property management environment.
• Able to work independently without requiring constant step-by-step direction.

TOOLS

• Yardi Voyager — Required
• Maintenance IQ — Required
• Property Management Software
• Google Workspace / Microsoft Office
• Resident Communication Portals
• Email, phone, and video communication platforms

WHAT WE VALUE MOST

• You proactively follow up on resident requests instead of waiting for residents to ask again.
• You keep work orders moving until they are resolved.
• You recognize when a maintenance request is delayed, stalled, or inaccurately reflected in the system.
• You keep Yardi Voyager and Maintenance IQ records accurate and current.
• You communicate clearly and professionally with residents, vendors, supers, and property management staff.
• You can manage competing priorities without losing track of details.
• You take ownership of problems rather than simply forwarding or escalating them.
• You identify operational issues and help improve the processes used to resolve them.
• You remain dependable and responsive when priorities change or operational demands increase.

WHAT THIS ROLE IS NOT

• Not a receptionist or front-desk-only position.
• Not a general administrative assistant role.
• Not a passive customer service position.
• Not a maintenance technician position.
• Not a data-entry role focused only on entering work orders.
• Not a role where issues are simply escalated without appropriate follow-up.
• Not suitable for candidates who require constant direction before taking action.
• Not suitable for candidates without hands-on experience using both Yardi Voyager and Maintenance IQ.

POSITION DETAILS

• Remote
• Philippines-based
• Independent contractor engagement
• Availability during US business hours required.
• Fast-paced property management environment with changing priorities.
• Occasional weekend and evening working hours may be required.

APPLICATION INSTRUCTIONS

To apply, please submit:

• An updated resume highlighting your property management and customer service experience.
• A brief introduction video explaining your relevant experience, including your hands-on experience with Yardi Voyager and Maintenance IQ.
• A response to 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
• Vendor coordination
• Work order follow-through
• Ability to identify discrepancies between system records and actual status
• Accuracy of documentation
• Ownership and accountability
• Ability to prioritize competing demands
• Practical problem-solving and judgment

Clear thinking, practical judgment, and ownership are more important than writing style.

• PTO
• HMO
• Fully Remote Work