American Avenue is a boutique property management company operating a large portfolio of affordable single-family homes across 20 states. The Maintenance Dispatcher role ensures every incoming work order is triaged, routed to the most efficient resource, managed through completion, and verified to a high standard—while providing timely, human resident communications. This position directly impacts resident satisfaction, asset preservation, and cost-effective operations by balancing in-house capabilities with targeted vendor outsourcing.

Responsibilities

Triage incoming work orders quickly to determine the most cost-effective and timely resolution path, including deciding when to use in-house property engineers versus outsourcing elevated expertise.
Route work orders to the appropriate internal technicians or vendors and manage progress through completion.
Verify that field representatives have completed work correctly and to the expected standard; send work back out when it does not meet requirements.
Provide proactive, no-shortcuts resident communications with clear updates on status and progress for each inquiry.
Review completed work in assigned metros to ensure quality and “done is done.”
Manage spend by teeing up cost-effective work, using vendors only when truly needed, and identifying efficiency levers to improve performance over time.
Drive performance against key KPIs including response time, resolution time, and resident satisfaction using provided dashboards and data.

Required Qualifications

Experience in construction-related fields to properly assess the severity and complexity of work orders remotely.
English fluency.
Excellent communication and interpersonal skills with the ability to interact professionally with tenants, vendors, and other stakeholders.
Strong organizational and multitasking skills with the ability to prioritize effectively.
Strong problem-solving skills to analyze complex repair requests and develop effective solutions.
Ability to work independently and as part of a team in a fast-paced, dynamic environment.
Proficiency managing a high volume of work from behind a computer using large data systems.

Preferred Qualifications

5+ years of experience in property management, facilities management, or a related field.