In this role, you will work alongside the proprietary AI agent, "Mason," to streamline maintenance workflows, troubleshoot resident issues, and ensure fast, accurate work order execution. You will act as the human-in-the-loop: monitoring Mason's automated decisions, refining prompts to optimize its performance, and taking over complex problem-solving or escalations.
This is a high-volume, public-facing role requiring sharp critical thinking, clear English communication, and familiarity with AI-driven operations.
Key Responsibilities
AI Oversight & Prompt Engineering
- Monitor AI Workflows: Audit work orders processed by "Mason" (AI Agent) in real time to verify troubleshooting accuracy and execution.
- Inject Reasoning & Instructions: Intervene when edge cases arise, providing structured inputs and instructions for Mason to execute complex tasks.
- Prompt Optimization: Draft, test, and refine prompts to improve Mason’s context comprehension, response quality, and operational efficiency.
Work Order & Maintenance Management
- High-Volume Coordination: Track and manage the lifecycle of 200+ work orders per month from initial report to completion and sign-off.
- Troubleshooting & Problem-Solving: Independently evaluate resident maintenance requests, diagnose root issues, and determine the appropriate vendor dispatch or DIY solution.
- Vendor & Dispatch Management: Coordinate with vendors, contractors, and internal field technicians to ensure timely resolution and cost control.
Stakeholder Communication & Escalations
- Resident Relations: Communicate clearly and empathetically with residents via phone, email, and messaging platforms to provide updates and gather issue details.
- Property Manager (PM) Collaboration: Escalate complex, high-cost, or sensitive maintenance scenarios to PMs with clear context and recommended actions.
- Directed Owner Communication: Handle select, owner-facing communications under the direct guidance and instruction of the PM.
Requirements
Required Experience & Technical Skills
- Experience: Minimum of 2 years in property maintenance coordination handling a volume of at least 200 work orders per month.
- AI & Tech Literacy: Hands-on experience working with AI tools, LLMs, or AI agents. Understanding of basic prompt structure (system prompts, context setting, guardrails) and logic workflows.
- Software Proficiency: Experience with Property Management Software (e.g., AppFolio, Buildium, Rentvine, Yardi, RealPage) and ticketing systems (e.g., Zendesk, Freshdesk).
Soft Skills & Core Competencies
- English Proficiency: Exceptional verbal and written English communication skills (C1/C2 level) suitable for professional, resident-facing interactions.
- Independent Problem Solving: Strong diagnostic ability; capable of making sound decisions under minimal supervision.
- Attention to Detail: High accuracy in data entry, auditing AI outputs, and documenting job logs.
- Willing and able to work 5PM SAST to 2AM SAST.
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