Our maintenance call center provides property management companies with a centralized work order management hotline capable of processing requests 24 hours a day.
Our maintenance call center is staffed by professional agents, each trained to process calls efficiently per your instructions. Available around the clock, our maintenance hotline can be used as your single point of contact for all your maintenance requests 24/7, or as an after-hours emergency solution that takes over for your office staff.
Benefits of a 24-hour property maintenance hotline
Complete work order management
CMS maintenance call center services are personalized to the needs of your property management company and can often integrate with existing software. Agents can field calls, create work orders in your system, and then notify the appropriate personnel. Requests that require immediate attention can be dispatched to on-call personnel; non-urgent requests can hold for regular office staff.
Customize your maintenance policies
In addition to creating work orders within your existing software, our maintenance hotline can be programmed to interact with your data, allowing us to customize scripting and message delivery instructions based on specific properties. So whether you have one property or one thousand, our system can be set up to effectively manage all your calls and route them accurately based on your specific instructions.
Certain maintenance requests require immediate attention. If your company isn’t in the position to respond, the problem may get worse and become more expensive to deal with. By having your calls routed to our maintenance hotline, you ensure that everything is screened and checked against your emergency guidelines. Any call that needs to be addressed can be taken care of immediately.
An after-hours escalation process will also be developed to ensure that we are able to reach vital company personnel when you need them most. A log daily of all after-hour activity highlights the response time for each call and ensures on-call maintenance personnel is handling the emergencies as you have instructed them.
Provide tenants with 24-hour maintenance
Setting up a maintenance hotline with CMS allows you to market 24-hour maintenance, giving prospective tenants the peace of mind that comes with knowing any urgent situation will be taken care of immediately, not when the office gets back.
From small privately-owned complexes to nationwide commercial property management firms, CMS supports hundreds of property management companies nationwide. Award-winning service and 100% customization make CMS the perfect solution for handling your maintenance needs.
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Case Study: 24-Hour Answering Service for Residential Property Management
Looking for a cost-effective way to provide 24-hour availability, a residential property management company turned to CMS. Client Overview West Coast-based company providing full-service property management services to residential property owners. Services include advertising,
Example of Property Management Maintenance On-Call Rotation
This is an example of a property management company’s maintenance on-call rotation. At CMS, a rotation like this is used for property maintenance emergencies or other after-hours situations that require maintenance attention. What constitutes an
What is a property management maintenance emergency?
For our purposes, a property management maintenance emergency is any issue that our clients need notified of immediately. As a call center, we leave it up to our customers to determine what they consider an
Sample Property Management Call Scripting
Our answering service and call center scripting is 100% customizable, allowing property management companies to structure accounts that meet their needs. While some may only need after-hours maintenance support, others may need a 24 hour