Billback Coordinator Austin, TX - Remote OK $55k - $60k - SFR3 Fund : Job Details

SFR3 Billback CoordinatorOverviewExpand the responsibilities of the R&M Review Desk to include more oversight on cost offsetting opportunities with a new role: Billback Coordinator. Today, we are relying on a combination of Property Engineer inputs and Maintenance Coordinator review to effectuate billbacks in the event of resident-caused damage. However, we believe the opportunity size here is large enough to warrant more focused scrutiny on every work order we close in Maintenance.Your MandateBillback Opportunity Reviews: For every closed ticket in maintenance, determine whether or not we should consider the issue resident caused and trigger a billback. This includes generating explanation copy and sending to the resident.Closed Ticket Audit: Review all work completed in maintenance and flag cases where it would appear work was closed/canceled errantly to provide coaching opportunitiesPartner with Market Directors: Responsible for handling all cases of resident complaints in the event they feel they were inappropriately charged - Billback Coordinator will provide reasoning, evidence, and final adjudication to residentSecurity Deposit Adjudication: Review turn scopes following resident move-outs to determine whether or not we should release security deposit. Includes generating evidence & reasoning documentation.Low Instances of Billback Audits: Monitor delta between actual billbacks and billback rate by Property Engineer & Maintenance Coordinator - determine root cause of low billback rate by individual contributors.Fee Schedule Hygiene: Own the resident charge fee schedule as a living document, and flagging changes required - charge type additions & amount changesHow do we measure success?The Billback Coordinator's north star is offsetting costs wherever possible. This includes resident billbacks & security deposits. They will accomplish this through a mixture of daily review, audits, and process improvements.The Billback Coordinator will be scorecarded on three categories:Effective Billback Rate:$ billed back as a percentage of R&M spend% of total Security Deposit billed (expected to be much higher % of total SD)SLA Adherence: Reviews on closed tickets must happen within 1 business day of closure. If we allow this review window to grow we run the risk of ending up in too large a backlog to dig out of.Billback Defect Rate: When we submit a charge that doesn't stick (concession granted/charge removed) both the fund & resident lose. Basic QualificationsBachelor's degree in business administration, property management, or a related field.5+ years of direct billback experiencePrevious expertise in troubleshooting technical issues in construction or real estate projects.Exceptional communication, interpersonal, and negotiation skills for professional interactions with vendors, stakeholders, and efficient management of relationships and project progress.Strong analytical and critical thinking skills for project assessment and improvement identification.Strong problem-solving abilities, adept at navigating ambiguous and complex situations.Ability to work independently and collaboratively in a fast-paced, dynamic environment.Proficient in managing large amount of work from behind a computer, where big data systems are your tool Proficient in Excel / Google Sheets and experience working in multiple SaaS systems Perks & BenefitsStrong compensation and benefits. Salary + industry leading monthly bonus structure. PTO, Health/Dental, 401K , plus much more. We are hand-picking a very small team of the best, and we'll make sure you feel like the best so you can perform at your best. A+ Work Environment. We work hard and have a lot of fun doing it. We all take a lot of pride in being the best managers of homes in America and everything we do is around constantly improving individually and as a team. Sound exciting? We think so too. #J-18808-Ljbffr