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Researches past-due balances and transfers, identifies causes of delinquency, resolves outstanding balances and misapplied payments, and coordinates with utility providers to keep client accounts current. Documents errors and balance causes in the Conservice database while making outbound provider calls, managing priorities, and meeting deadlines.

Owns the end-to-end customer experience for the WasteX program, including onboarding, relationship management, value creation, ROI delivery, problem resolution, and retention. Partners with senior executives, frontline teams, and internal leaders to implement programs, improve products, and drive continuous growth. Requires strong business acumen, communication, analytical thinking, process discipline, and experience with technology platforms and SaaS models.

Set up and maintain accurate property information in the Conservice database. Responsibilities include gathering and verifying client and utility vendor information, entering sensitive data, importing records, creating general ledger files, following up by phone and email, participating in client calls, and resolving setup issues while managing assigned portfolios accurately and efficiently.

Coordinate property offboarding by working with utility providers and clients to obtain final bills, schedule final meter reads, recover deposits, and close accounts and products in Conservice. Serve as a point of contact across multiple properties, independently resolve issues, communicate professionally, prioritize tasks, and meet performance goals while maintaining composure and attention to detail.

Investigate missing utility bills for vacant units, retrieve or resolve unavailable bills, communicate with utility providers and clients, verify mailing addresses and account details, and help prevent late fees and service disconnects. The role requires attention to detail, effective communication, adaptability with computer software, self-motivation, and workload prioritization.

Responds to customer emails and real-time chats, resolves questions and concerns, maintains communication quality, monitors issue volume, coordinates with clients and departments, and follows up on account-related submissions. The role requires strong written communication, organization, computer proficiency, and reliable attendance. Occasional outbound calls to leasing offices may be required, with a hybrid schedule and performance-based pay.

Resolve client accounting concerns through professional correspondence, property and management record maintenance, ACH verification and processing, and handling credits, charges, and special accounting requests. The role requires maintaining a high customer experience score while managing unfamiliar situations accurately and efficiently. Responsibilities also include supporting accounting projects and resolving escalated issues as needed.

Own the design discipline and client-facing product experience across utility management, billing, operations, reporting, and data products. Lead problem framing, research, information architecture, service design, product delivery, accessibility, design systems, AI-mediated experiences, and design operations. Establish standards, oversee contractors, influence product and engineering leadership, and shape future design hiring and practice growth.

Reviews and resolves data synchronization issues between Conservice bill payment systems and ENERGY STAR Portfolio Manager. Compares utility bills with required portfolio data, corrects and enters information, validates aggregate utility data, and performs ongoing data quality control. Coordinates with internal teams, investigates root causes, manages repetitive data processes, and ensures corrected information is successfully transferred to ENERGY STAR.

Research and resolve anomalies in utility provider bills, communicate with providers and clients, determine corrective actions, identify inefficient processes, and develop solutions. The role requires approximately 25% outbound phone communication and careful analysis of billing data. Candidates should be detail-oriented, organized, adaptable to new software, comfortable with Google Drive and Excel, and able to meet deadlines.