Customer Support (Utility Data Generalist)

What You'll Be Doing

Supporting Utility Operations, you will join a team that keeps the lights, water, and gas on across our 10,000-home portfolio. Your day-to-day will focus on utility bill payment, account takeovers, and resolving escalations with providers, with some support across mailroom triage and document review as needed. We are scaling up our internal utility operation and looking for more team members to grow with us. If you don't know how a provider, bill, or notice works, you will find out.

What You'll Be Doing

Supporting Utility Operations

You will join a team that keeps the lights, water, and gas on across our 10,000-home portfolio. Your day-to-day will focus on utility bill payment, account takeovers, and resolving escalations with providers, with some support across mailroom triage and document review as needed. We are scaling up our internal utility operation and looking for more team members to grow with us. If you don't know how a provider, bill, or notice works, you will find out.

Utility Bill Payment

• Processing inbound utility bills and submitting payment on time, every time, to avoid late fees and shutoffs.

• Reconciling provider statements against payments and flagging discrepancies before they grow.

• Working with internal teams to make sure power and water are billed correctly to the right account.

Escalation Resolution

• Resolving shutoff threats, delinquencies, and billing disputes with utility providers by phone, portal, and email.

• Partnering with other coordinators and dispatchers when an escalation crosses workflows.

• Tracking inactive accounts and reactivating them quickly when service needs to be restored.

Mailroom & Document Review (Supporting Work)

• Helping triage inbound mail and notices, identifying the right property and routing them to the team that owns the next step.

• Reviewing utility documents, vendor certificates of insurance, and provider statements for accuracy and completeness.

• Escalating time-sensitive notices (shutoff warnings, hearing notices, lien notices) with urgency that matches the deadline on the document.

Creating & Implementing Documented Processes

Scaling utility operations across 10,000 homes requires well-documented processes for bill payment, takeovers, escalations, and document review. You will follow the playbooks the team has built, run them at volume, and help refine them as new providers, new markets, and new edge cases come up.

Working as Part of a Team

• Collaborating daily with other Utility Data Generalists, utility activators, and maintenance dispatchers to keep work moving.

• Occasionally partnering with members of our field team when a property needs eyes-on verification.

• Stepping in to support maintenance coordination and resident support when overflow help is needed.

Leveraging Technology

You will use Salesforce, Buildium, utility provider portals, and our internal ticketing tools daily. Your ability to stay organized and ensure real-time updates in these systems will be critical to success.

Representing the Fund

In many cases, you will be a point of contact for utility providers, municipal offices, and outside vendors. Your professionalism will set the tone for how we are perceived by every counterparty you work with.

Performance Metrics (KPIs)

• On-Time Utility Payment & Takeover Cycle Time: Completing bill payments and account takeovers in the shortest possible timeframe, before late fees or service gaps.

• Avoided Penalties & Escalation Resolution: Minimizing late fees, reconnect charges, and shutoff events; resolving escalated cases quickly and cleanly.

Experience

• Experience with escalations, irate customers, and problem resolution.

• Preferred background in billing, ledgers, utilities, or customer support with complex cases.

• Familiarity with CRM/ticketing tools (Salesforce, Zendesk, Pipify, or similar).

Qualifications:

• Strong written and spoken communication skills (non-negotiable).

• Ability to handle resident/provider calls and emails.

• Good organizational and back-office skills.

• Tech-savvy, with comfort using Mac/iOS devices, AI tools, and internal systems such as Flight Deck.

• Key traits: attention to detail, problem-solving, collaboration, proactiveness, and process discipline.