Job Code : Ticket Runner Corporate

Ticket Runner 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.

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. *Direct hiring only. No recruiters or unsolicited staffing agency