As a Utility Supervisor you will be responsible to oversee the operations of the ResidentUtility product.  You will manage a team and ensure that their daily tasks are being completed in an accurate and timely manner.  You will be responsible to ensure your team is meeting monthly metrics and KPI’s, while working to improve processes.  Strategically coordinating with other teams and departments to deliver the best client experience with the utility suite of products will be your key driver for success.

Responsibilities

• Personnel and Team Management: Engage with team members to discuss performance, provide coaching, and maintain team goals. Engage in the employee life cycle of team members, including hiring, training, developing, coaching, and taking disciplinary action if/when necessary. Educate and assist team members with processes, procedures, client workload, and client communication.

• Metrics, Goals, and KPI’s: Hold team members accountable for team-specific goals and metrics. Manage the team’s workload to consistently meet department metrics and KPIs. Understand and review department and company metrics and KPI’s to ensure your team is consistently meeting and/or exceeding these goals.

• Product Knowledge: Maintain expert-level knowledge of the RU products and systems. Identify and improve internal deficiencies with the Product and Development teams. Create new workflows as needed, and monitor and maintain existing workflows (Trainings, SOPs, etc). Incorporate opportunities across the department to gain efficiencies, automate processes, and mature the service offering.

• Customer Interaction: Act as the first point of contact for customer escalations related to team members or concerns over the service provided. Collaborate with Implementation Consultants, UEM Associate Directors, Utility Service Managers, Customer Success Managers, and other involved parties to ensure client needs are met.

Minimum Qualifications

• Strong sense of leadership and accountability; ability to lead, train, and develop team members

• Basic understanding of utility provider billing, legal processes, and industry best practices

• Basic understanding of general accounting practices

• Takes initiative in developing new processes and training

• Ability to deliver quality results with strict deadlines

• Ability to evaluate processes and find areas for improvement

• Excellent communication skills, both verbal and written

• Excellent problem-solving skills and attention to detail

• Self-motivated without supervision; a healthy desire to constantly succeed

• Organizational skills are needed to balance workload and team management to achieve optimal results

• Basic computer skills and experience with Office products, specifically Microsoft Excel and Google Suite

Preferred Qualifications

• 1-3 years of experience managing, leading, and coaching team members in a professional setting

• Property management or utility billing experience

AI Operational Fluency

$55,800 - $88,100 a year