Utilities Specialist

We're Extenteam, a dynamic company revolutionizing the short term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model.

As a scaling stage startup, we aim to grow our Monthly Recurring Revenue (MRR) to double our revenue by January 2026 by providing an AI assisted SaaS platform that works for all short term rental businesses regardless of their size.

Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support.

We generate revenue through two primary streams:

• Dedicated Team Members: Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees.
• Tailwind - SaaS Platform: A guest communication Software blended with our shared services team, supporting smaller operators helping Extenteam increase profitability while growing our product market fit and expanding TAM and service levels.

Extenteam is a small but mighty team of 50 consisting of Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product and Admin (IT, Data etc). We are spread out across the world but we have hubs in Miami, LA, Medellin, and actively expanding into Europe. Our 50 people core team is supported by 400+ DTMs (dedicated team members) that are servicing our customers.

Our Values:

• Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery.
• Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork.
• Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness.
• Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions.
• Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style.

Our Leadership Philosophy

Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb's Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.

To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link. Understanding this mindset will provide valuable context for how we operate and what we value in our team members.

What This Role Is About:

We are looking for a Utilities Specialist for a Property management client of ours.

Your Main Responsibilities:

• Support utility related inquiries as escalated internally or via our external partners
• Provides centralized system support facilitating mitigation, clarification, correction of billing items
• Uses computerized system for monitoring, processing and/or auditing utility billing
• Communicates with site Team Members, corporate team members, utility companies and third party partners to ensure billing items and handled accurately and timely
• Ensures accurate record keeping and investigates/resolves inaccuracies per Operations Manual requirements.
• Responsible for completing tasks generated via work requests that come through a centralized mailbox and reporting.
• Record activities in operations software and tracking spreadsheet
• Partner with utility companies to support tasks including but not limited to opening, closing, and reinstating utility accounts / clarify accounting
• Support updating landlord agreements; obtaining signatures and facilitate paperwork between parties
• Support ledger related questions for residents in relation to utility charges
• Facilitate and support community communications to residents on utility changes
• Facilitate and support community and third party for maintenance to physical systems
• Initiate bulk utility transactions in conjunction with third party partners to ensure accurate resident billing
• Complete projects related to government programs such as IREM or credit opportunities
• Request adjustments to ledgers when necessary

What We're Looking For:

• 3-4 years of related experience or equivalent combination of education and experience.
• Superior attention to detail
• Ability to work independently.
• Ability to navigate a computerized data entry system or other relevant applications.  
• The ability to work in a fast-paced environment.
• History of building strong relationships with team members working in different locations.
• Advanced written and oral communication skills.
• Excellent computer skills and proven ability to handle a variety of tasks. 
• Superb customer service skills. 
• Proficiency in Microsoft Office Programs i.e. Outlook, Excel, and Word

Technical Requirements:

• Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
• i5 11th Gen or higher
• Windows 11 / MacOS Catalina or higher
• Minimum of 8 GB RAM
• Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
• Back-ups in case of power or internet provider interruptions
• Good headset and webcam (preferably noise-canceling headset)

Why You'll Love Working with Us: (PH Only)

• Competitive Salary — We offer a competitive salary that reflects the candidate's experience, skills, and responsibilities.
• Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
• Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
• HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.