Keep Residents Satisfied

With the Level One Service Center

The most important renter is the one you already have. That’s why you need to ensure your current residents are satisfied and stay at your property for as long as possible. With more than a decade of specialized expertise in the multifamily industry, the Level One Service Center is the country’s premier maintenance call center dedicated solely to resident satisfaction. Our professional maintenance associates are available 24/7 to answer your service calls and ensure every resident is immediately responded to.

Never Miss a Maintenance Request

From broken pipes to stalled elevators, the Level One Service Center ensures your residents are responded to promptly and professionally. You won’t have to worry about forgotten voicemails or scribbled notes lost on desktops that result in unhappy residents or further property damage.

Level One Service Center integrates with leading property management systems, which means service requests are in your system as calls come in. The ticket resides in your system for follow up and a copy is sent to the onsite staff via e-mail.

Flexible Options to Meet Your Needs

The Level One Service Center has a variety of service options so you can choose the one that best aligns with your property and staff needs.

All Emergency & Non-Emergency Service Calls
Level One can provide you with 24/7 support, handling 100% of your resident service calls for a single property or for your entire portfolio. We provide a professional response, log tickets into your software and dispatch emergencies to the proper technician for rapid resolution.

Missed Emergency & Non-Emergency Service Calls
Level One can handle any resident service calls that are missed at your properties. When your staff is unavailable, Level One answers the phone, and provides a professional, immediate response, logs a service ticket and dispatches a technician if necessary.

After-Hours Emergency & Non-Emergency Service Calls
Level One can respond to your after-hours service requests when your offices are closed. Since 50% of service requests come in after hours, you can turn the negative experience of voicemail into a positive experience with a Level One Service Center maintenance associate.

Reduce Emergency Response Times

Non life-threatening emergency requests are automatically routed to our associates via land line, cell phone or pager; and require an acceptance by a maintenance technician to complete the notification process. Our sophisticated proprietary maintenance dispatch software allows us to reduce emergency response times by prioritizing, routing and dispatching emergency tickets to the proper technician.

When an emergency is dispatched to a technician’s phone, the following occurs:

Verbal automated notes with emergency type, resident home number, building number, unit number, work order number and street address
Record the actual maintenance request call
Quick connect technology immediately connects and records the technician conversation with the resident
Track how quickly the response was to the emergency

This quick, transparent flow of vital information allows your properties to operate seamlessly when dealing with emergencies.

Rules established by you determine what is deemed an emergency and what is not. This helps reduce unnecessary emergency dispatches and minimizes possible overtime pay.

Service Reporting

Detailed online reporting summarizes all of your maintenance ticketing details, helping you track your maintenance efforts. You can view response times to emergencies; monitor ticket volumes; determine trends; look up previous ticket details, and more.

Gauge Resident’s Experience

Optional resident follow-up calls allow us to gauge your residents’ satisfaction with the service request experience, response time, and process. We provide the responses to you in a short, customizable survey that’s easy to read and interpret. If we happen to speak with a renter who was not satisfied, we immediately dispatch a service alert to you so you can quickly resolve the situation.

Be On Board With Level One in 48 hours

An assigned internal account manager will host two web-based training calls to thoroughly explain our new partnership and how the process works. In addition, your account manager and our associates are always available for questions and new-hire or refresher training.