Utility Billing Associate (Utility Vendors - CSR)

Role Overview:

This is a cross-functional role by design. You will spend roughly 50% of your time on invoice processing and exception resolution, 30% on utility activations and deactivations, and 20% on property manager support. The split will evolve as the platform matures and volume grows.

If you want a single-track role, this is not it. If you want to build deep expertise across the full utility management operations cycle on a modern SaaS platform and be the person who shapes how that function is built, this is the right seat.

What You Will Do

Invoice Processing and Exception Resolution

• Validate AI-extracted invoice data in the Grid platform: account numbers, service periods, usage figures, and charge line items.
• Identify and resolve low-confidence extractions flagged by the platform's confidence scoring engine.
• Compare current invoices against historical baselines and flag anomalies outside expected variance ranges before they reach billing output.
• Route exception items through the correct queue with documented root cause and recommended resolution.
• Meet daily processing SLAs with a 99% accuracy standard on validated batches.

Utility Account Transitions

• Process move-in and move-out notifications and coordinate service starts, stops, and transfers with U.S. utility providers via phone, email, and online portals.
• Manage vacant unit utility coverage between tenancies to prevent billing gaps and cost leakage for property owners.
• Track and follow up on all open transfer items daily until confirmed complete and logged in the platform.
• Maintain provider-specific process documentation and escalate stalled transfers with full status notes.
• Target: 95% of transfers completed within defined SLA windows

Property Manager Support

• Handle Tier 1 inbound support from property manager clients: billing queries, platform usage questions, exception explanations, and RUBS allocation queries.
• Escalate Tier 2 issues to Grid's internal team with complete context documentation.
• Guide clients through platform features including the exception queue, anomaly alerts, and billing statement generation.
• Contribute to knowledge base articles and FAQ documentation based on recurring support patterns.
• Target: 4-hour first response on standard tickets. CSAT 4.5 out of 5.0 or higher on closed tickets.

Tools:

• Grid Platform
• Helpdesk (Zendesk or equivalent)
• Excel or Google Sheets
• Utility Provider Portals
• Google Workspace

Qualifications:

• Willing to work full-onsite, night shift or shifting schedules.
• 4+ years of experience in utility billing operations, property management back-office, or utility account management.
• Direct hands-on experience with at least two of the three core functions: invoice processing, utility account transitions, or B2B client support
• Strong written and spoken English for U.S. provider coordination and professional property manager communication.
• Demonstrated accuracy discipline in a high-volume, queue-based work environment.
• Comfortable learning and operating inside SaaS platforms with structured, rule-based workflows.
• Organized, persistent, and self-directed. You manage your queue without being managed.

Preferred:

• Experience with U.S. utility billing structures: RUBS (Ratio Utility Billing System), submetering, multi-utility invoice formats.
• Background from a utility management company, property management BPO, or real estate operations environment.
• Familiarity with property management platforms: Yardi, RealPage, or AppFolio.
• Prior experience supporting U.S.-based clients remotely from the Philippines.
• Exposure to AI-assisted or automated processing platforms where human review supplements automation.