Overview

SUMMARY

The Property Account Manager II (Property Service Rep II) is an experienced PAM capable of providing outstanding first and second level support to property level clients on utility billing. PAM II can also provide knowledge, training and assistance to PAM I team in primary responsibilities. PAM II can perform all responsibilities of a PAM I.

Responsibilities

PRIMARY RESPONSIBILITIES

• Provide successful property level support; and can mentor PAM I with escalations and support questions
• Support AM on assigned accounts; investigate concerns such as recovery and meter health
• Provide training, tools and reporting to property staff; ensure success
• Have working knowledge of company offerings and RealPage products
• Provide follow up/support to all departments on property level issues
• Responsible for obtaining utility bills and resident data for assigned properties on monthly basis
• Assist properties in managing delinquencies for RBR accounts
• Responsible for assigned property level unit penetration management
• Record assigned tasks into salesforce as directed by AM or leadership
• Proactively contact each property on a monthly basis
• Responsible for obtaining approvals for variances and prebilling reports; ensuring on time and accuracy
• Complete focus tickets and work items for assigned properties by deadlines
• Investigate billing delays owned by other teams; escalate where appropriate
• Keep team abreast of status assigned properties; alert them to any possible property/system wide issues
• Provide follow-up/support to all departments on property and regional level issues
• Perform primary job responsibilities; review with management high level escalations
• Assist with reporting and analytics as needed to assist Account Managers with account reviews
• On-Demand Scrubbing Report for Priority Clients
• Local Utility Department default Report
• Risk Assessment Review, Management & Submittal of Bill Method Changes to complete.
• Recovery Analysis Review, Management & Submittal of Bill Method Changes to complete.
• Quarterly Post Implementation
• Bi-Annual Metric reports (account review report) for Priority Clients
• SAM / PAM Support: BMC's / Ad-Hoc Cases, Ad -Hoc Reports

Qualifications

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• 3 or more years of customer service experience
• Property management or multifamily housing industry experience a plus
• Strong verbal and written communication skills
• Self-starter, strong initiative, effective time management.
• Strong relationship building skills that enable long-term growth and opportunity
• Ability to understand and communicate customer needs and expectations
• Capacity to effectively plan and prioritize work assignments; detail orientated