Work Order Coordinator

Posted 19 days ago

About Big Bear Vacations

Big Bear Vacations is not just a vacation rental company, we are on a mission to redefine the guest experience in mountain destinations. With decades of trusted service in Big Bear Lake, we’ve built a reputation for quality, consistency, and care across every department, from housekeeping and maintenance to guest services and owner relations. What drives us is not just filling calendars, but creating reliable, memory-making stays that build trust with both guests and homeowners.

We're scaling while trying to protect our heart: the personal touch and local care that built our brand. As we automate systems and expand geographically, the provocation is clear, how do we grow without losing the soul of what makes Big Bear Vacations special?

As a company, we’re pushing into new tech, building remote teams, rethinking hospitality workflows, and elevating leadership at every level. We’re not just reacting to growth; we’re building with intention, and we’re looking for people who want to be part of a company that’s not afraid to challenge itself.

Our Culture

We are a fast-paced, hands-on team that values efficiency, accountability, and heart. Our leadership team believes in empowering others, staying organized, and creating systems that allow the company to scale without sacrificing quality. If you're looking to support a dynamic, entrepreneurial executive and want to be part of a team that's shaping the future of vacation rental hospitality, this is the place for you.

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Work Order Coordinator

What is the Work Order Coordinator (WOC) Role?

At Big Bear Vacations, the Work Order Coordinator helps keep our maintenance work organized and on track. This person works closely with our maintenance technicians (operators) and our property management system (Streamline) to make sure all work orders are completed correctly and on time.

What is a Work Order?

Work orders are tasks that need to be done at our properties, like repairs or inspections. These go through three main stages:

Pending

These WOs haven’t been assigned yet.
Your job: Review these and assign them to the right technician based on location, skill set, and schedule.

Active

These WOs are currently in progress.
Your job: Make sure each WO has a clear plan, the assigned technician has what they need, and the job is progressing.
Often, you’ll need to contact the owner’s account manager to get approval for purchasing parts or hiring an outside vendor.

PFC (Pending Final Close)

The job is complete, but the WO still needs a final review.
Your job: Review the description of the work done, check the photos, remove anything unnecessary, and ensure it is presented clearly and professionally before sending it to the property owner.
In this step, you also review and apply the appropriate charges,deciding whether the cost should be billed to the owner, the guest, or applied as an owner credit.

Your Daily Responsibilities

Review and assign new (pending) work orders to the right technician.
Check active WOs daily to confirm they’re being handled properly and none are older than 30 days.
Review and close PFC WOs, making sure descriptions and photos are professional and appropriate.
Prepare daily reports, including:
- The number of active WOs
- Maintenance team schedules
- Work orders past their expected completion dates
Update the GPS system weekly with new properties and remove properties that are off program. Ensure all technicians use it daily and it works correctly.
Maintain daily communication with:
- Maintenance technicians (via Microsoft Teams)
- The Remote Operations Assistant Manager (for updates and coordination)
Review the productivity report from the previous day to identify any issues or delays with technician performance.

Skills You’ll Need

Strong time management and organizational skills
Ability to manage multiple tasks at once
Strong problem-solving skills
Clear written and spoken communication in English (to clean up work order descriptions and clearly communicate with technicians and teammates)
Ability to adapt to seasonal workload changes
Comfortable with daily communication and follow-ups
English comprehension is required; Spanish comprehension is a great additional asset

Why This Role Matters

This role is essential to keeping operations running smoothly. You are the link between planning, execution, and reporting of all maintenance-related tasks.

This description provides a general overview. As the role evolves, new responsibilities may be added, so flexibility and willingness to grow in the position are important.