Maintenance Operations Virtual Assistant (Property Management)

Role Overview

Virtual Wizards is partnering with a growing U.S.-based property management company to hire a Maintenance Operations Virtual Assistant. This role supports the administrative and coordination side of the maintenance department and plays a critical part in keeping maintenance operations running smoothly.

This is not a hands-on maintenance role. Instead, you will act as the operational backbone of the maintenance workflow—managing follow-ups, coordinating vendors and tenants, communicating with property owners, and ensuring all systems and records are accurate, organized, and up to date.

The ideal candidate is assertive yet professional, highly organized, tech-savvy, and comfortable handling tenant issues in a fast-paced, issue-driven environment.

Key Responsibilities

Maintenance Coordination & Follow-Up

• Monitor and manage maintenance requests in AppFolio
• Coordinate scheduling between tenants and vendors
• Follow up on delayed or outstanding work orders through resolution
• Manage more complex maintenance cases, including:
  • Owner approvals above spending thresholds
  • Researching issues and gathering multiple vendor quotes
  • Scheduling appliance repairs or replacements
• Communicate clearly and professionally with vendors, tenants, and property owners
• Escalate urgent or sensitive issues appropriately

Administrative & Organizational Support

• Maintain accurate notes, updates, and status tracking for all maintenance items
• Keep maintenance workflows organized and transparent for internal leadership
• Clean up and organize maintenance-related records and tasks
• Use Monday.com or similar tools for tasks that fall outside AppFolio
• Ensure no work or information “lives in someone’s head”—all updates must be documented

Communication & Customer Service

• Respond to inbound maintenance-related calls when required
• Use WhatsApp for day-to-day internal communication
• Maintain a calm, professional tone when dealing with complaints or frustrated tenants
• Be firm but respectful when working with vendors to meet timelines and expectations

Additional Support (As Needed)

• Assist with light administrative tasks outside of maintenance when capacity allows
• Make warm follow-up calls to existing leads or contacts (no cold calling)
• Support internal organization or process improvement projects as assigned

Required Qualifications

• Prior experience in property management, maintenance coordination, or operations support
• Hands-on experience with AppFolio (strongly preferred, but trainable for tech-savvy candidates)
• Exceptional organizational skills and strong attention to detail
• Confident communicator with excellent written and spoken English
• Comfortable handling complaints and solving problems under pressure
• Ability to work independently and manage priorities without constant supervision
• Tech-savvy and comfortable learning new tools and systems
• Reliable internet connection, headset, and dedicated home office setup

Preferred (Nice to Have)

• Experience working with U.S.-based property management companies
• Familiarity with Monday.com, CRM tools, or lead tracking systems
• Spanish–English bilingual (helpful but not required)
• Experience coordinating vendors and managing owner approvals

Personality & Cultural Fit

• Assertive, professional, and confident (not shy or passive)
• Comfortable working with female leadership and team members
• Customer-service oriented without taking complaints personally
• Organized, proactive, and dependable
• Able to follow established systems while continuously improving them

What Success Looks Like in This Role

• Maintenance tasks are consistently followed up and resolved faster
• Fewer scheduling issues between vendors and tenants
• Leadership always has clear visibility into maintenance status
• Systems and records remain clean, accurate, and organized
• The maintenance operation runs smoothly with less manual oversight