Utilities Experience Lead

SUMMARY OF RESPONSIBILITIES

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.

ESSENTIAL DUTIES

• 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.

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

• Primarily working indoors, office environment.
• Repetitive use of hands to use computers, printers, and copiers.
• Prolonged exposure to computer screens.
• May sit for several hours at a time.
• Urgent response to chats from across the company required, with ability to pivot and shift focus repeatedly*

REQUIRED EDUCATION AND EXPERIENCE

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

PREFERRED EDUCATION AND EXPERIENCE

REQUIRED KNOWLEDGE

• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Production and Processing — Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

REQUIRED SKILLS

• Coordination — Adjusting actions in relation to others' actions.
• Management of Personnel Resources — Motivating, developing, and directing people as they work, finding the best people for the job.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Speaking — Talking to others to convey information effectively.
• Time Management — Managing one's own time and the time of others.
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Critical Thinking — Using logic and reasoning to find the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

WORK STYLES & BEHAVIORS

• Coordination — Adjusting actions in relation to others' actions.
• Management of Personnel Resources — Motivating, developing, and directing people as they work, finding the best people for the job.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Speaking — Talking to others to convey information effectively.
• Time Management — Managing one's own time and the time of others.
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Critical Thinking — Using logic and reasoning to find the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment based on race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.