Resident Utility Specialist

WinnCompanies is seeking a Resident Services Specialist to join our Nashville Regional Offices in Nashville, TN. This role focuses on assisting and coordinating requests from military families with the property management team, including move-ins, move-outs, inquiries, and community standards enforcement.

Responsibilities

• Serve as the primary point of contact for escalated customer inquiries related to billing, utility programs, and account concerns.
• Investigate and resolve complex or sensitive issues not handled at the first-line level, ensuring timely, accurate, and customer-focused resolution while maintaining compliance with program guidelines.
• Monitor delinquent accounts and conduct outreach to customers regarding overdue balances.
• Coordinate payment arrangements and educate customers on available options while supporting enforcement of collections policies.
• Document all collection activities in accordance with compliance requirements.
• Provide customers with verbal energy usage assessments based on account data and consumption trends.
• Educate customers on energy conservation practices and cost-saving opportunities, recommending behavioral and usage changes to support reduced consumption and improved efficiency.
• Generate and maintain reports related to customer service activity, delinquency status, and program performance, tracking trends and identifying recurring issues.
• Ensure accuracy and completeness of data across systems and escalate insights to leadership.
• Partner with internal teams to support utility program operations and customer communications, assisting in process improvements to enhance service delivery and efficiency.
• Maintain a strong focus on customer satisfaction and consistent service standards, adhering to call handling standards and company policies.
• Participate in quality monitoring and coaching sessions to support continuous improvement.
• Maintain professionalism and confidentiality with all resident and company information.
• Maintain curb appeal, coordinate community activities, mentoring, event planning, and additional customer care or specialized duties.

Requirements

• High school diploma or GED equivalent.
• 3-5 years of relevant work experience.
• Experience handling escalated customer issues and complex problem resolution.
• A current vehicle license in good standing and meet the driving records standards outlined in the Company Safe Vehicular Operations Policy.
• Strong verbal communication skills with the ability to handle difficult or sensitive customer interactions.
• Ability to investigate issues, analyze data, and make sound decisions independently.
• Strong attention to detail and accuracy.
• Understanding of collections practices, payment arrangements, and customer communication standards.
• Proficiency in Microsoft Excel and customer management systems.
• Ability to manage multiple tasks, priorities, and deadlines in a fast-paced environment.

Preferred Qualifications

• Associate’s degree in a business-related field.
• Experience in utility billing, energy management, or utility allowance programs.
• Familiarity with property management systems (e.g., Yardi).
• Knowledge of energy efficiency practices or sustainability programs.

Benefits

• Generous time off policies, including 11 paid holidays (12 for MA employees), accrued time off increasing with years of service, paid sick time, an annual day of service, and a floating holiday.
• 401(k) plan options with a company match.
• Comprehensive medical, dental, and vision plan options.
• Flexible Spending Account, Dependent Care Flexible Spending Account, and Health Savings Account options with an annual employer contribution.
• Long-term disability and voluntary short-term disability coverage.
• Basic term life insurance and AD&D; optional supplemental life insurance.
• Health Expense Reimbursement program (including gym memberships, equipment, and subscriptions).
• Tuition Reimbursement program and continuous training and development opportunities.
• Wellbeing program (group challenges, seminars, opportunities to earn points to reduce medical premiums), Employee Assistance Program, and commuter and parking reimbursement options.
• Employee Corporate Discount Programs.
• Flexible and/or hybrid schedules available for certain roles.
• Employee Relief Program supporting employees with unexpected hardships.

WinnCompanies is a mission-driven, national business focused on building and operating top-quality affordable housing communities for individuals and families of all incomes, including members of the U.S. Armed Forces and their families.