What are the responsibilities and job description for the Resident Utility Specialist position at WinnCompanies?
WinnCompanies is looking for a Resident Services Specialist to join our Nashville Regional Offices located in Nashville, TN.
In this role, you will be responsible for assisting with and coordinating all requests from military families with the property management team, including move ins, move outs, inquiries, community standards enforcements. You will also be responsible for maintaining curb appeal, coordinating community activities, mentoring, event planning, additional customer care duties, or other specialized duties.
Responsibilities
Regular full-time US employees are eligible to participate in the following benefits:
A job you can be proud of: WinnCompanies is a nationally recognized leader in apartment community management and development. Our team members are committed to helping people in the communities we serve and making a positive difference in their lives.
A job that challenges you: Our employees are responsible for our growth and success, and we challenge our team members to always be their best in our fast-paced, dynamic and rewarding workplace.
A job you can learn from: We offer multi-faceted leadership and learning opportunities to support our team members’ career growth and professional development.
A team that cares: We value teamwork, innovation, diversity and mutual respect. Through our recognition and rewards programs, we’re committed to celebrating and uplifting our team members.
About Us
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. Our people are the source of our success – 4,300 team members working together to create the best possible living communities in 27 states, Washington, D.C., and Puerto Rico.
Whether your skills are in operations, maintenance, leasing, compliance, marketing, IT, HR, accounting or finance, there’s a role for you at WinnCompanies. Your passion for excellence can help us make a positive impact in the lives of real people every day.
If you are a California Resident, please see our Notice of Collection here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Salary will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
Internal candidates, please apply here: Internal Careers Hub
In this role, you will be responsible for assisting with and coordinating all requests from military families with the property management team, including move ins, move outs, inquiries, community standards enforcements. You will also be responsible for maintaining curb appeal, coordinating community activities, mentoring, event planning, additional customer care duties, or other specialized duties.
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.
- Ensure 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.
- Support enforcement of collections policies while maintaining a professional and respectful customer experience.
- 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.
- Recommend 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.
- Track trends, identify recurring issues, and escalate insights to leadership.
- Ensure accuracy and completeness of data across systems.
- Partner with internal teams to support utility program operations and customer communications.
- Assist in process improvements to enhance service delivery and efficiency.
- Maintain a strong focus on customer satisfaction and consistent service standards.
- Adhere 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.
- 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.
- Associate’s degree in 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.
Regular full-time US employees are eligible to participate in the following benefits:
- Generous time off policies (including 11 paid holidays (12 for MA employees); Generous Accrued Time Off increasing with years of service; Generous paid sick time; Annual day of service; Floating Holiday)
- 401(k) plan options with a company match
- Various Comprehensive Medical, Dental, & Vision plan options
- Flexible Spending Account, Dependent Care Flexible Spending Account, Health Savings Account options with HSA annual employer contribution
- Long Term Disability and voluntary Short Term Disability; 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, & Commuter and Parking Reimbursement options
- Employee Corporate Discount Programs
- Flexible and/or Hybrid schedules are available for certain roles
- Employee Relief Program supporting employees with unexpected hardships that place undue financial stress on them and their families
- To learn more, visit winnbenefits.com
A job you can be proud of: WinnCompanies is a nationally recognized leader in apartment community management and development. Our team members are committed to helping people in the communities we serve and making a positive difference in their lives.
A job that challenges you: Our employees are responsible for our growth and success, and we challenge our team members to always be their best in our fast-paced, dynamic and rewarding workplace.
A job you can learn from: We offer multi-faceted leadership and learning opportunities to support our team members’ career growth and professional development.
A team that cares: We value teamwork, innovation, diversity and mutual respect. Through our recognition and rewards programs, we’re committed to celebrating and uplifting our team members.
About Us
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. Our people are the source of our success – 4,300 team members working together to create the best possible living communities in 27 states, Washington, D.C., and Puerto Rico.
Whether your skills are in operations, maintenance, leasing, compliance, marketing, IT, HR, accounting or finance, there’s a role for you at WinnCompanies. Your passion for excellence can help us make a positive impact in the lives of real people every day.
If you are a California Resident, please see our Notice of Collection here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Salary will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
Internal candidates, please apply here: Internal Careers Hub