Customer Service Specialist (Service Operations)

Location: Kaukauna, WI

Department: Service Operations

Reports To: Service Tech Leader

Employment Type: Full-Time (40 hours/week)

Schedule Options: Monday–Friday (7:30am–3:30pm, 8:00am–4:00pm, or 8:30am–4:30pm)

Compensation: Based on experience

About Focus Property Management Focus Property Management is a fast-growing, service-driven company transforming the property management industry. Since 2019, we have grown by 1920%, powered by a team committed to delivering exceptional resident experiences. Our mission is to improve our residents’ lives and create homes they are proud of.

Position Summary The Customer Service Specialist (Service Operations) serves as the operational hub of our maintenance department. This role is responsible for managing incoming service requests, dispatching and coordinating service technicians, overseeing work order flow, and ensuring timely and high-quality repair completion.

This position acts as the primary liaison between residents and the field service team, ensuring seamless communication, efficient scheduling, and exceptional customer service.

Key Responsibilities

Service Operations & Technician Coordination

Receive, triage, and prioritize incoming maintenance requests

Dispatch work orders based on urgency, technician skillset, and geographic location

Monitor work orders from submission through completion

Provide technicians with clear scopes of work and necessary documentation

Maintain daily communication with field technicians

Track service KPIs including completion times and resident satisfaction

Identify and resolve scheduling conflicts and workflow bottlenecks

Resident Communication & Service Excellence

Serve as the primary point of contact for maintenance-related inquiries

Provide proactive updates on work order status and timelines

Professionally de-escalate resident concerns

Ensure high-quality, service-focused interactions





Accurately document all communication in AppFolio

Administrative & Systems Management

Manage and maintain work orders within AppFolio

Ensure accurate documentation, billing, and work order closure

Maintain organized digital records

Assist with vendor coordination as needed

Required Qualifications Experience coordinating service technicians, maintenance operations, or dispatching

Ability to manage multiple work orders simultaneously

Strong scheduling, prioritization, and time management skills

Experience handling customer service concerns professionally

Accurate data entry and systems management experience

Proficiency in Microsoft Office and Google Workspace

Ability to thrive in a fast-paced, deadline-driven environment

Preferred Qualifications Experience using AppFolio or similar property management software

Previous experience in property management or maintenance coordination

Core Competencies

Service-oriented mindset

Strong communication skills (verbal and written)

Organizational and systems-driven approach

Ability to remain calm under pressure

Detail-oriented and process-focused

Collaborative team player

Advantages Health, Dental, Vision Insurance

Short-Term Disability, Accident & Life Insurance

Paid Time Off

Company Events

Flexible weekday schedule options

Hands-on job training

Professional development and coaching (including personal finance and real estate investing training after probationary period)

Work Setting

Office-based role located in Kaukauna

Frequent communication with field technicians and residents

Standard business hours, Monday–Friday

Equal Opportunity Employer

Focus Property Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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