Back to jobs
New

Utilities Experience Lead

Atlanta, Georgia, United States

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.

 

By applying to this position you are consenting to receive follow-up communication.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Select...
Select...

In some of our market locations Spanish speaking skill sets can be very valuable. This does not affect your chance of employment. 

Select...
Select...
Select...
Select...
Select...
Select...

Both participation in a Board of Directors for an outside company and political activities, such as running for office or holding a public position.  

Select...
Select...
Select...

We use text messaging to speed up the interviewing process and make communications more welcoming and seamless for you, the candidate. 

Select...
Select...
Select...

Select ALL that apply

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in FirstKey Homes’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.