Utilities Experience Lead

Firstkey Homes • Atlanta, GA

258d

About The Position

The Utilities Experience Lead ensures resident inquiries and escalations related to utilities are handled promptly and correctly. The Utilities Experience Lead is responsible for the process and outcomes of an offshore team that supports triaging, handling, and resolution of resident utilities inquiries. They collaborate with the Utilities Product Manager, local market teams, and Resident Services leadership to improve inquiry handling and the overall utilities program.

Requirements

• High School Diploma
• Resident Services Experience
• Zendesk Experience
• Utilities Experience
• Yardi

Responsibilities

• Manage the resolution Processes of Utilities issues including urgent disconnections, Billing inquiries, Leak Adjustments, and pending disconnections across 3 teams of 7 offshore team members.
• Develop training and process updates to improve resolutions cross-functionally, with Property Management, Maintenance, Resident Services, FKH utilities and leasing team.
• Conduct daily team meetings to ensure strategic alignment and review business trends or action items affecting resident sentiment.
• Monitor macros and develop current updates to support policy and procedures related to Utilities, ensuring consistent communication and compliance.
• Ensure all relevant activities are managed with a focus on resident experience. Be a champion for the resident experience.
• Resolve complex utility escalations with utility providers and other involved parties.
• Weekly reporting on productivity of offshore team members, on key focus areas to Utilities Product Manager.
• Manage the Distribution of inquiries amongst a team of 4-8 members.
• Supervise the high usage and credit adjustment process.
• Responsible for delegating all tasks associated with the High Usage process to offshore team and ensure process effectiveness.
• Supports the work of 1-2 offshore agents responsible for resolving all resident disconnects.
• Responsible for active communication with markets on disconnection escalations that may require special accommodations such as hotel stays.
• Responsible for auditing and reporting on disconnection trends and root cause analysis.
• Find new processes and resident experience improvement opportunities and collaborate with relevant parties on their execution.
• Support Utilities management responsibilities on a temporary basis while others are on PTO or otherwise occupied.
• Escalate concerns to senior leadership when needed and recognizes when situations could present significant risk to FirstKey Homes.
• Manage utilities credit card in compliance with policies and ensure all expenses are processed promptly.

What This Job Offers

• Job Type: Full-time
• Industry: Real Estate
• Education Level: High school or GED