Meet the Team: Inside Our Customer Service and Scheduling Team

Every smooth Turn, on-time renovation, and perfectly coordinated service begins with one group you rarely see—but always feel: our Scheduling Department. They are the engine behind our ability to say “We treat your schedule like our own” and actually deliver on it. In multifamily operations, minutes matter, and timing is everything. Our schedulers make that “timing magic” happen every single day.

As Property Managers know, one of the biggest obstacles to completing Turns on time have nothing to do with labor—it’s miscommunication, unclear timelines, vendor delays, and the logistical chaos of managing overlapping services. That’s exactly where our Customer Service and Scheduling team comes to the rescue!. Their job is simple to describe but complex to execute:

Getting the right resource to every job in a well orchestrated manner that ensures both quality and on-time start and finish..

The Problem: Multifamily Timing Is a Moving Target

Real-world timing challenges in multifamily include:

• Overlapping vendors stepping on each other

• Maintenances emergencies shifting priorities

• Weather impacting exterior schedules

• Contractors running late (or not even showing up)

• Urgent “lease tomorrow” requests

• Last-minute scope changes

A delay of 2–3 hours can create a domino effect that puts the entire unit at risk and potentially impacting a tenant move-in date...

Without system-driven scheduling and proficient schedulers, doing all of this at scale can become a nightmare. Guesswork turns into higher costs, costly delays, more quality issues, and a poor tenant move-in experience.

The 360 Solution: A Smart, Integrated Scheduling Ecosystem

Our Customer Service and Scheduling Team operates inside our own internally developed scheduling platform, designed specifically for multifamily operations. Combined with our Customer Portal and Field App, this ecosystem allows us to orchestrate thousands of jobs with precision.

Here’s how it works:

1. Requests Enter the System Instantly

When a Property Manager submits a request through the Customer Portal, our system automatically pulls:

• Unit info (beds, baths, sq ft)

• Scope of Services required

• Desired start and completion dates

No back-and-forth emails, phone calls, voicemails, or SMS messages. No missing details.

2. The System Analyzes Urgency & Required Timeline

Our scheduling engine automatically creates all the work orders, service appointments automatically ensuring all service appointment durations, dependencies or other constraints are taken into consideration

• Desired start and completion dates

• Job dependencies so that the work is scheduled in the correct pecking order (painting → resurfacing → make ready → housekeeping  → carpet cleaning)

• Job urgency and SLA commitments

High-urgency jobs are flagged visually for schedulers and routed first.

3. Smart Optimization Based on Real Operational Constraints

Our routing and scheduling logic evaluates dozens of variables:

• Customer preferences for specific workers

• Technician routing to minimize travel time

• Traffic patterns by time of day

• Skill-matching for each job

• Working hours of each property we serve

• Technician availability windows

• Travel clusters to group nearby jobs

• Estimated job durations based on historical KPIs

• Weather conditions for exterior jobs

The result: smarter scheduing that allows us to get the right person to each job at the right time.

4. Monitoring and Execution of the Scheduled Plan (Day-Of Orchestration)

Once the calendar is set, the real work for our Scheduling team begins. All day long, they proactively run the plan minute by minute—validating starts, absorbing external changes, and keeping Property Managers and crews fully aligned so units finish on time.

What happens after jobs are booked:

• Live start-of-day verification. Call with crews to confirm access (keys/codes), materials on hand, elevator windows, and any weather considerations. GPS check-ins and photo time-stamps kick off tracking in the Portal.

• Continuous monitoring on the Gantt. The Scheduling team watches statuses (Scheduled → Dispatched → Traveling → In Progress → Completed) and applies micro-buffers where needed to protect move-in dates.

• Real-time change management. If a property emergency shifts priorities, a resident delays access or scope is added, the Scheduling team re-routes in minutes

• Omnichannel communication with Property Managers. We keep PMs in the loop through their preferred channel—Customer Portal, email, phone, SMS, WhatsApp, or Apple Messages

• Contractor coordination & field support. The Scheduling team maintains direct contact with the crew to ensure checklists, color specs, and parts are correct before arrival.

• Quality and SLA guardrails. Photo checkpoints (before/after) and unit-level KPIs (on-time start/finish, first-time-right) are reviewed throughout the day.

• End-of-day close & next-day lock. Completed work orders are closed with photos and notes in the Portal

The Scheduling team isn’t clerical support—it’s your air-traffic control, orchestrating outside variables so every trade lands on time and every unit stays on track.

Real Results: Why PMs Love Our Scheduling Department

Here’s what this system delivers for multifamily teams:

• No missed move-ins thanks to real-time updates

• Zero guesswork with technician locations, ETAs, and progress

• Predictable timelines even during peak season

• Full transparency of the status of each Turn through the Digital Make Ready Board

• Faster scheduling which shortens average Turns times from 10 days to just 2.

• Better coordination across the entire lifecycle between the Property Manager, Maintenance Manager, and our own Customer Service & Scheduling team and resources

Everything is trackable. Everything is timestamped.

That’s why our average Turn Time is under 2 days, and why Property Managers love us!

If you are looking for a reliable and easy to work with vendor who understands your needs and can deliver actual results, contact us!

Let’s put the power of smart scheduling to work for you.