Customer Service Representative | Non-voice (Technical and Customer Support)

What You'll Be Doing

We are scaling up our internal utility operation and looking for more team members to grow with us.

Key Responsibilities

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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• On-Time Utility Payment & Takeover Cycle Time: Completing bill payments and account takeovers in the shortest possible timeframe, before late payments or service gaps.
• Avoided Penalties & Escalation Resolution: Minimizing late payments, reconnect charges, and shutoff events; resolving escalated cases quickly and cleanly.

• Proven experience handling customer inquiries, escalations, resolutions, and irate customers with professionalism.
• Background in billing, ledgers, utilities, or customer support involving complex cases is preferred.
• Familiarity with CRM/ticketing tools (Salesforce, Zendesk, Pipify, or similar).

Qualifications:

• Amenable to full onsite setup.
• 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.
• Detail-oriented, problem solver, collaborative, proactive, and process discipline.