Revenue Mgt & Ancillary Services - Utilities Associate

Position Summary

The Utilities Associate plays a pivotal role in driving portfolio-wide utilities performance, ensuring accurate utility billing, timely service restoration, and effective coordination across property teams, vendors, and corporate stakeholders. This role owns critical operational and analytical workflows that directly impact resident experience, compliance, and portfolio performance.

In this detail‑oriented, organized, and analytically driven position, the Utilities Associate independently manages utilities operations across a multifamily portfolio, leads billing analysis and consumption reporting, and drives resolution of service and compliance issues. The role partners cross-functionally with internal teams and third-party providers to deliver accurate, timely outcomes that support portfolio performance.

This role works cross-functionally with internal departments and external partners — including property teams, vendors, and utility providers — ensuring a cohesive and results-driven approach to utilities management. The core mission of this role is to drive operational excellence and billing accuracy across the utilities function while ensuring compliance, data integrity, and consistent service delivery throughout the portfolio.

Essential Duties

Administrative & Operational Support

• Monitor and manage shared utilities email inboxes, ensuring timely review, categorization, and routing of incoming requests.
• Create, update, and maintain Zendesk tickets related to utilities issues, including service restoration, billing inquiries, and account updates.
• Coordinate restoration of utility service for units and common areas by working with vendors, property teams, and internal stakeholders.
• Assist with utility funding approval processes by compiling required documentation, reviewing reports, and escalating exceptions as needed.
• Track, update, and follow through on routine utilities requests to ensure timely resolution and clear communication.

Vendor & System Coordination

• Manage relationships with third-party utility billing providers (e.g., Conservice, RealPage), including data reconciliation, reporting oversight, and escalation of billing discrepancies to resolution. Access and review data in Yardi Voyager related to residents, charges, ledgers, and standard reports to support utilities workflows.
• Maintain organized digital records for property‑specific utilities documentation, correspondence, and approvals.

Property & Billing Support

• Conduct property-level utilities analysis and reporting including:
  • Analyzing resident billing details and charge history to identify discrepancies and ensure accuracy.
  • Extracting and interpreting utility consumption data at the unit and property level to support operational decisions.
  • Conducting analysis of usage trends, billing variances, and portfolio-level discrepancies to inform corrective action.
• Own the end-to-end process for resident billing reviews, credits, and internal follow-ups, ensuring timely and accurate resolution.

Process Adherence & Collaboration

• Execute and continuously improve utilities processes and documentation standards to ensure consistency, accuracy, and regulatory compliance across the portfolio.
• Proactively identify recurring issues, operational inefficiencies, and process gaps; develop and recommend solutions to drive continuous improvement.
• Collaborate cross-functionally with internal departments and external partners, leveraging deep knowledge of utilities systems, vendors, and workflows to ensure seamless execution.

Additional Duties: Tasks or duties not outlined in this job description may be required to contribute to the organization's success and efficiency.

Qualifications

Education & Experience:

• 0–2 years of experience in utilities management, property operations, real estate, or a related field preferred. 
• Demonstrated organizational skills and strong attention to detail.
• Demonstrated ability to manage multiple priorities independently in a fast-paced, dynamic environment with limited supervision. 
• Strong written and verbal communication skills, with the ability to clearly present data, findings, and recommendations to internal stakeholders and external partners.

Tools & Systems:

• Advanced proficiency in Microsoft Office Suite, including Excel (pivot tables, VLOOKUP, data analysis), Outlook, and Word; ability to build and maintain large-scale data spreadsheets to support utilities reporting and analysis. 
• Proficiency in, or demonstrated ability to quickly master, utilities-related platforms including Yardi Voyager, Zendesk, and third-party vendor portals.

Physical Requirements & Work Environment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Physical Demands:

This role requires prolonged periods of sitting at a desk and working on a computer. Occasional standing, walking, and lifting. The role involves frequent use of standard office equipment, such as computers, phones, and printers.

Work Environment:

• Primary work environment: Office.
• Noise level: Quiet to moderate.
• Work schedule: Monday–Friday.

MORGAN PROPERTIES VALUES:

At Morgan Properties, we enhance the lives of our residents by providing exemplary service, a best-in-class living experience, and a place they can truly call HOME. Our ambition is to transform the housing industry and empower individuals to redefine their American Dream. All employees assist in our mission and vision by demonstrating Morgan PRIDE:

• Passion: A desire to build communities through teamwork and collaboration, combining individual strengths to deliver exceptional results.
  
  
• Respect: We support each other, remaining loyal and honest through adversity and challenges.
  
  
• Integrity: A commitment to do right by our employees, residents, and communities.
  
  
• Diversity: We embrace and celebrate differences.
  
  
• Entrepreneurial Spirit: Driven by innovation and a passion to do what has never been done before.