Utility Administrator Team Lead

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team. 
 
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership. 

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. 

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

Job Summary:

The Utility Administrator Team Lead performs outstanding utility management functions for Utility Administration team members, and internal/external partners. The Utility Administrator Team Lead acts as the first point of contact for utility escalations; Salesforce Case management, emails, and online chat services. Team Lead will possess skills similar to Property Managers with an emphasis on administration, prioritization, and organizational skills.

The Utility Administrator Team Lead works closely with our central operations personnel and key positions in the markets to manage property utility activities and escalations. The Utility Administrator Team Lead is responsible for escalation resolutions and internal relationships with our market leaders, onboarding team members, monthly metrics and ensuring process improvement opportunities.

Essential Functions:

• The Utility Administrator works closely with the company’s market field teams and the utility management vendor to:

• Coordinate utility activations for newly acquired properties, including obtaining and uploading proof of ownership and any other legal documentation required by utility provider.

• Ensure accurate and efficient communication with the Utility Management internal/external partners regarding utility services.

• Closely monitor the existing portfolio of properties and troubleshoot any issues relating to activations or interruptions in service.

• Reviews reporting from utility management vendor to track progress and ensure accuracy

Team Lead Functions:

• Provides daily direction and communication to UA Team members so that Utility escalations are answered timely, efficient, and in a knowledgeable manner ensuring service level agreements are met.

• Creates and continuously evaluates processes and procedures. Responsible for suggesting methods to improve operations, efficiency, and service to internal and external partners

• Communicates daily, weekly, and monthly metrics for the UA department and team

• Provides statistical and performance feedback and coaching on a regular basis to each team member

• Ensures employees have appropriate training and other resources to perform duties

• Communicates with the company’s local market teams that are countrywide on activation status of utilities and relays this information to all appropriate parties.

• Responsible for maintaining a high degree of service and competency level with any market peer interactions, whether over the phone or email, through formal written communication or in person.

• Demonstrates ability to take initiative, be innovative and a self-starter.

• Effective priority management skills while managing multiple projects and priorities.

• Ability to thrive in a fast paced, dynamic environment.

• Exhibit judgment and decision-making abilities with a professional tone.

• Ability to manage and understand technology in the office or your home-based environment.

• Works with the Manager to ensure all escalated issues are researched and resolved.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level

• Proactively identifies root causes of issues and makes recommendations for process improvements.

• Assists in special projects or assignments, as needed.

• Technically astute with systems, reporting, tools, and processes.

• Excellent communication, and documentation skills. Grammatically excellent with assistance in script writing.

Qualifications:

• High school diploma or equivalent required.

• Associates Degree, BS/BA degree in business or related service experience a plus

• Experience managing team associates in a fast-paced environment

• Previous property management experience in either the single family or multi-family rental industry.

• Working knowledge of MS applications, Teams, Word, Excel-with the ability to perform basic formulas, VLookUp’s in Excel.

• Knowledge of systems; Salesforce, and Yardi.

• Strong organizational skills with exceptional attention to detail.

• Maintains regular attendance and excellent punctuality.

• Excellent oral and written communication skills.

• Honest, ethical and the ability to maintain confidentiality in a business setting when necessary and required

• Familiar with utility department metrics, reporting and Salesforce case management

• Experience working productively with a disbursed workforce via the telephone and remote worker technology.

• Adaptable to feedback and requested changes.

• Strong customer service skills.

• Professional appearance.

• Able to work quickly and efficiently to maintain response times.

• Able to multi-task in a constantly changing environment.

• Able to listen effectively and communicate clearly and in a friendly way to keep our internal/external partners happy.

• Able to handle confused internal/external partners patiently and politely, even in stressful situations and able to de-escalate difficult situations.

• Exemplary customer focus.

• Fosters teamwork and mutual respect throughout the company.

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection. 

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
   

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
 
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v. 
 

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