Implementation Consultant II

The Implementation Consultant II for Utility Account Conversion (UAC) is responsible in managing the change management for the acquisition and disposition of our clients properties with Utility Expense Management (UEM) and Invoice Processing (IP) Enhanced Services that have previously gone LIVE on the RBMS and VES invoice processing platforms. This person should be well-versed in the multifamily industry and have exceptional customer service project management and organizational skills as well as above average computer skills. The Utility Account Conversion Consultant is instrumental in effectively communicating challenges to the appropriate departments to ensure a positive client UAC experience.

Responsibilities include but not limited to:
For Acquisition:
Performs a one on one transfer of existing utilities from the existing ownership entity to the new ownership entity
Fill out all applications landlord tenant agreements and other necessary documentation
Will handle the transfer of accounts typically Water/Gas/Sewer/Electric/Trash with the utility providers coordinate security deposits or surety bonds and ensure that a Landlord/Tenant Agreement (or CSA-Continuous Service Agreement) is in place where available
Coordinate a change of vendor mailing address (COA) to ensure invoices are redirected to the appropriate RealPage Utility Management processing center for subsequent processing and payment on behalf of the client
For Disposition:
Notifies buyers a Disposition is beginning and provide a list of accounts to assist the buyer in setting up their new accounts
Contacts vendors to confirm account closure deposits and surety bond refunds
Notify New Management Company that a partial disposition is beginning and provide a list of accounts and unit listing to assist in the change of management
Will handle Water Gas Sewer Electric and Trash accounts with the utility providers for Full Dispositions coordinate return of security deposits surety bonds and ensure that a Landlord Agreement (LLA) Continuous Service Agreement (CSA) Revert to Owner (RTO) or Owner Allocation Agreement (OAA) is cancelled
For both services:
Manage clients and client expectations during the conversion of RealPage products
Build and maintain relationships with key representatives from other RealPage support groups to ensure successful conversion.
Initiate and coordinate internal quality assurance tests to verify accurate setup and obtain acceptance from the customer.
Actively and efficiently manage UAC projects so that transition are achieved on time and to the satisfaction of clients
Transition properties to the Billing Department for ongoing service after the initial conversion and billing period
Assist with the creation and maintenance of the UAC related documents check lists and procedures.
Promote a positive professional image of RealPage internally and externally.
Provide superior customer service to all internal and external customers.
Evenings and weekends may be required to meet department deadlines
Other Functions:
100% QC Site Audit for every project completion
Writes SOP for process improvements

2 years customer service or account management experience
Bachelors degree in computer science or related field preferred
Intermediate to Advanced knowledge of Microsoft Office products including Excel Word and Internet Explorer
Demonstrated ability to quickly analyze and troubleshoot property billing issues
Professional demeanor
Ability to learn and utilize new procedures and processes quickly
Able to work with little supervision but knowing when to escalate problems
Flexible detailed and able to successfully accept change
Demonstrated ability to work effectively with customers during high-pressure situations
Strong customer service and organizational skills required; strong conflict resolution skills
Strong attention to detail
Strong verbal and written communication skills
Ability to work in a fast-paced deadline and customer-oriented environment
Above average interactive planning time management and detail skills
Highly motivated self-starter
Familiarity with RealPage products other property management software or the property management industry is preferred
Ability to work overtime when needed to meet department deliverables