The primary goals of this position is to deliver an exceptional service experience for our clients; both internal and external regarding submeter operations. The associated metrics of success for the department includes driving and maintaining portfolio meter health being 95% or greater and support overall client satisfaction.

This position serves in a collaborative capacity with clients, working closely with them to develop an understanding of their submeter systems. This position coordinates submeter services through a combination of direct responsibilities, strategic interdepartmental partnerships and intradepartmental resources. 

The Operations Support Coordinator II will apply experience and knowledge to provide training, guidance, and support to our clients. He/She will act as a role model for the department by maintaining a high level of professionalism, answering questions posed by our clients, the submeter team and/or other departments and will utilize his/her skills and talent to forge strong, collaborative partnerships both internally and externally.

• Applies the fundamental concepts, practices and procedures of submetering and while working under supervision, the position is responsible for working with Clients (property staff) to schedule the service visits to address system-identified, and occasionally customer-identified, issues
• Perform assigned submeter research for MAP work orders requiring, detailed analysis of property MHA, to accurately schedule upcoming MAP visit.
• Provide technical support as the SME (Subject Matter Expert) within the OSC group.
• Provide input to the Manager of the Field Services Team on process Improvements, as well as participate in the training of the OSC team.
• Provide OSC onboard training for new hires.
• Reviews and coordinates on-going training of staff with monthly 1-hour training sessions with the existing OSC group.
• Proactive Client communication via phone and email to schedule, coordinate and confirm all service related activities that may include rescheduled visits
• Reviews and coordinates labor staffing by scheduling internal Field Technicians and/or external Subcontractors for service work to be performed, while confirming the necessary equipment is available on-site
• Ensure that all internal Field Technicians in assigned territory are fully scheduled for productive work.  Escalate to the Field Team management as appropriate
• Updates and reviews notes in MOSS (Project Management Software) to document special requests or direction. As appropriate, communicate to customer or internal customer-facing support associates
• Client Communication/Post Visit Follow-up (Unassigned Clients):
• • Complies data containing a review of work performed, ensures work is documented, inventory usage is posted and provides a post visit reports (PVR)
  • Review and edit notes after the service from Field Technicians and/or Subcontractors to ensure they are sufficiently clear before sending PVR to Client 
  • Where needed, highlight critical and/or action items to the Client
  • Addresses with research and follow-up service any concerns identified by PVR
• Review unassigned Salesforce and Focus cases to understand which responsible party should be assigned the task for follow-up and additional research, when needed.
• Perform assigned submeter research and support via Salesforce (internal ticket system)
• Complete requested analysis or execute on tasks from customer-facing associates about submetering systems
• Manage projects to deadline, working collaboratively with clients and internal departments to accomplish objectives and communicate status updates effectively to all stakeholders
• Protech Technical assistance - Service Review for Clients utilizing service provider to ensure service work captured within the work order is captured in MOSS (when appropriate) and any related cases for transmitter changeout and/or releases needed are created within Focus or Salesforce (see SOP: Maintenance Service for Bell Partners Properties by Sub Contractor V2.8.8.2017)
• Performs live bucket tests for all unassigned Clients, initial troubleshooting to educate them on meter performance
• Analysis of cases placed on hold for billing: SOQ Exception Database Updates – Operations Support Coordinator sends out daily SOQ exceptions to seek updates from tasks owners and updates database prior to the SOQ meeting
• Forge strong relationships and collaborative partnerships with new and existing client contacts, as well as internal stakeholders and Submeter team members
• Communicate consistently in a clear and concise way and adapt to client-specific needs by providing options/alternative solutions
• Assist with special projects as requested, including custom reports and special data requests

• 2+ years of professional, office experience
• Must have held the position of operations support coordinator for a period of 12 months
• BA/BS required (or additional work experience in lieu of degree)
• Multifamily industry experience and/or knowledge of plumbing or submetering systems would be a plus
• Solid skills with Microsoft Excel (Intermediate), Access, Word, and PowerPoint
• Familiar with CRM-type system (such as Microsoft CRM, Salesforce or field service software)
• Strong attention to detail, organizational skills and analytical / problem solving skills
• A desire to analyze details and develop easily understood explanation of your results
• Ability to provide innovation and improve processes
• Excellent written and verbal communication along with customer service skills
• Must be self-motivating, hardworking, analytical and proactive

Working Conditions:

Regular office hours are to be maintained. The corporate office is open from 8:00a - 5:00p US CST. However, it is expected that the candidate work the hours necessary to ensure the departmental tasks are completed according to established deadlines. 

This job description may change and the employee will be required to assume any and all new job responsibilities that may not be listed at this time.