Avita Property Management LLC Job Code : Ticket Runner Corporate Austin, TX · Remote · Full time Company website

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Job Description – Ticket Runner Position Information Job Title: Ticket Runner Department: Maintenance / Resident Services Reports To: Property Manager Direct Reports: None FLSA Status: Non-Exempt Employment Type: Full-Time Location: Office-based at assigned property Schedule: Monday–Friday, with occasional evenings and weekends for emergencies, peak move-in periods, and after-hours on-call rotation Position Summary The Ticket Runner manages every resident and owner service request at properties managed by Avita PM, from intake to close. The role makes sure each ticket is logged, prioritized, assigned, followed up, and closed with the resident informed at every step. This position is responsible for ticket accuracy, response times, and resident communication on maintenance issues. The Ticket Runner is the main link between residents, maintenance technicians, vendors, and property managers. Success is measured by response and completion times, resident satisfaction, and complete ticket records. Founded in summer 2023, Avita PM has grown to more than 2,000 multifamily units by investing in people as much as places. Our Owner’s Perspective culture asks every team member to act with accountability and pride, and we hire for three traits: strong work ethic, high intelligence (intellectual and emotional), and willful desire. Job Description – Ticket Runner Page 1 of 4 Essential Duties and Responsibilities Service Request Intake Receive service requests through the resident portal, phone, email, text, and walk-ins. Log each request in the property management software with complete details, photos, and unit access notes. Classify requests as emergency, urgent, or routine, and escalate emergencies immediately per Avita PM’s protocol. Dispatch and Scheduling Assign tickets to in-house technicians or approved vendors based on skill, availability, and location. Coordinate appointment windows and entry permission with residents, giving notice of entry as required by the lease and state law. Obtain vendor quotes and route them to the Property Manager for approval. Follow-Up and Ticket Closure Monitor the ticket queue throughout the day so no request goes unacknowledged. Follow up on overdue work and keep residents updated on status and expected completion. Verify completed work, collect notes, photos, and invoices, and close tickets. Send completion notices or satisfaction surveys to residents. Field Support Deliver keys, parts, and notices to properties, and photograph reported issues and completed work. Support make-ready and turnover work orders between residents. Participate in the after-hours on-call rotation, with on-call hours confirmed and assigned by the Property Manager. Records and Reporting Flag resident-caused damage for chargebacks and send details to Accounting. Track recurring issues by unit or property and report patterns to the Property Manager. Maintain accurate ticket records for warranty claims, insurance, and owner reporting. Perform other duties as assigned. Job Description – Ticket Runner Page 2 of 4 Qualifications Education and Licensing High school diploma or GED required. Valid driver’s license, reliable transportation, and current auto insurance. Must pass a background check and drug screening. Experience 1+ year in customer service, dispatch, scheduling, or administrative support. Experience in property management, maintenance coordination, or facilities is a plus. Skills and Abilities Strong customer service skills; calm and courteous with frustrated residents. Sense of urgency and sound judgment to tell emergencies from routine requests. Highly organized and able to track many open tickets at once. Clear written and verbal communication, including concise ticket notes. Basic knowledge of building systems (plumbing, electrical, HVAC, appliances) to describe issues to technicians and vendors. Working knowledge of entry notice and habitability rules under state landlord-tenant law. Proficient with property management software (e.g., Yardi, Sage, Rentana, AppFolio, PropUp) and Microsoft Office or Google Workspace. Bilingual skills are a plus. Key Performance Indicators Time to acknowledge new service requests Emergency response and dispatch times Work order completion times and past-due ticket rate Make-ready turnaround support Resident satisfaction and survey scores Ticket record completeness at close (notes, photos, invoices) Job Description – Ticket Runner Page 3 of 4 Compensation and Benefits Up to $21 per hour, based on experience. Benefits per Avita PM’s current employee benefits package. Physical Requirements and Work Environment Office environment with frequent visits to assigned properties. Ability to walk properties, climb stairs, and view units and buildings in varying weather. Ability to sit at a computer for extended periods and lift up to 25 lbs. Occasional evening and weekend work, plus on-call availability for property emergenci

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