Team Leader

Team Leader

Atlanta, GA

The Team Leader, will be responsible for the following Yardi Energy Services: Utility Billing (UB), Utility Expense Management (UEM), Vacant Cost Recovery (VCR), E2Insight and Change of Ownership (COO) services by managing a group of Technical Account Managers who currently service a portfolio of clients. The Team Lead will ensure we meet or exceed our Service Level commitments for all services. The Team Lead is also responsible for building and maintaining client relationships within their team on all levels, as well as providing resolution to client escalations as necessary. This role will also require managing various projects and initiatives as assigned and directed by Senior or Executive Management. Some travel required.

RESPONSIBILITIES

  • Responsible for managing direct reports, overseeing performance, addressing performance issues and holding team members accountable to all individual and company goals and expectations
  • Responsible for setting aggressive but attainable goals for the team
  • Responsible for reviewing processes and working with other supervisors, teams and/or Sr. Management to ensure that best practices are identified and that processes are established with efficiency
  • Responsible for supporting Sr. Management in rolling out of company initiatives and directives
  • Responsible for ensuring that Sr. Management is aware of the status of all clients as well as is receiving any information on escalations or at risk clients
  • Responsible for ensuring a culture of team work and support among all teams and offices
  • Responsible for managing, training and in some cases developing specialized training programs for portfolios if required
  • Responsible for managing/overseeing the day-to-day activities of the Technical Account Managers
  • Responsible for coaching and mentoring team members to ensure highest levels of performance
  • Responsible for identifying and supporting team members in their professional development goals
  • Provides resolution for client escalations from Technical Account Managers
  • Provides direction to Technical Account Managers in supporting and following-up with the community as well as Regional/Corporate level to ensure the success of the Billing program and/or Utility Expense Management program
  • Ensures there is training and support for employees
  • Ensures that each community and Regional/Corporate Contact on their teams’ portfolios is satisfied with the billing program and/or utility expense management program
  • Assists Account Managers in the analysis of portfolios for key performance indicators (KPIs) to determine areas of improvement to help increase revenues as necessary. Analysis used to identify issues with properties and possible add-on services
  • Ensures Technical Account Managers are contacting clients to ensure satisfaction by phone call to Regional/Corporate contacts on a monthly basis, or frequency agreed to with client, to discuss identified issues during the analysis or requested from within the portfolio
  • Responsible for working with and supporting the Implementation team to ensure the quality of the set-up of their portfolios
  • Ensures processing changes (service add-ons, increasing or decreasing CADs, etc.) are handled in a timely manner for their team’s portfolios
  • Directs the coordination and quality of all customized corporate reports that are sent to clients
  • Responsible for directing Interdepartmental support concerning Client issues
  • Prepares training and presentations as necessary for clients/management

QUALIFICATIONS

  • Bachelor’s Degree in Business Administration or Business Management, or a related area (preferred)
  • Prior Management experience (preferred)
  • Microsoft Office (Word, Excel and PowerPoint)
  • Excellent Communication and Problem Solving Skills
  • Excellent Project Management skills, with proven experience running successful projects from start to finish
  • Ability to read, analyze, and interpret complex documents
  • Ability to respond effectively to highly sensitive inquiries or complaints
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Minimum of 3 years’ experience in a fast-paced customer service environment, preferably in a technical, property management, accounting or other industry related field
  • Excellent presentation skills including creation of trainings and/or presentations
  • Training experience an asset
  • Objection handling communication both verbally and in writing required
  • Familiarity with accounting and billing principles required
  • First-rate problem-solving skills and diplomacy essential
  • Detailed oriented, precise and thorough
  • Excellent organizational skills; able to successfully multi-task
  • Team oriented, motivated and quality driven
  • Valid driver’s license and availability for overnight travel within and outside account territory
  • Regular attendance and a regular work schedule is an essential function of this job to include arriving on time and working the entire shift.

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Location

Atlanta, GA

Business Unit
YES Energy
Department
Client Services
Employment Type
Employee- Full Time