Job Purpose:
The MDU Property Support serves as the dedicated white-glove service liaison for Hawaiian Telcom's Multi-Dwelling Unit (MDU) property partners across the state of Hawaii.
This role provides proactive, high-touch support to Resident Managers, Board Presidents, Property Managers, and Ownership Groups regarding service performance, billing inquiries, equipment coordination, escalations, and overall property experience.
The MDU Property Support acts as the single point of accountability for property-level issues, ensuring seamless coordination between Sales, Technical Operations, Billing, Customer Care, and Construction teams.
The successful execution of this role results in:
- Increased property satisfaction and retention
- Stronger brand trust within the MDU market
- Reduced escalations to sales leadership
- Improved renewal and bulk conversion opportunities
- Elevated "white glove" differentiation versus competitors
This is a relationship-first, service-excellence role requiring operational fluency, urgency, and professionalism.
Essential Functions:
White-Glove Property Support (24/7 Model Support Rotation if applicable)
- Serve as primary point of contact for assigned MDU properties
- Respond to property-level issues involving:
- Service outages
- Bulk service concerns
- Equipment access
- Billing discrepancies
- Account changes
- Access control / common area connectivity issues
- Coordinate rapid internal escalation and resolution
- Provide clear communication and updates until issue resolution
Internal Liaison & Escalation Management
- Act as liaison between:
- Network Operations
- Field Technicians
- Billing
- Construction
- Sales Account Executives
- Track and manage tickets to closure
- Identify recurring issues and propose systemic improvements
- Improve escalation workflows specific to MDU properties
Property Relationship Management
- Conduct periodic service check-ins with key property contacts
- Assist with onboarding new Resident Managers or Board members
- Support bulk agreement transitions and renewals
- Coordinate service readiness for property upgrades (fiber builds, equipment installs, elevator lines, WiFi in common areas, etc.)
Billing & Administrative Support
- Review and assist with:
- Bulk billing statements
- Revenue share inquiries
- Unit count reconciliations
- Account corrections
- Partner with finance and billing teams to ensure accuracy
Brand & Experience Stewardship
- Represent Hawaiian Telcom with professionalism and urgency
- Maintain high standards of responsiveness and follow-through
- Identify opportunities to improve property experience
- Protect and elevate the MDU brand reputation statewide
Education:
- Four years of College resulting in a Bachelor's Degree or equivalent experience
Relevant Work Experience:
- 2 to 4 years in related field
- Telecommunications service support
- Property management support
- Technical customer service
- Account coordination or service delivery
- Experience working with condominium associations (AOAOs), property managers, or commercial clients preferred
- Experience in fiber or broadband services strongly preferred
Special Knowledge, Skills and Abilities:
- Strong understanding of telecommunications services (Fiber, Internet, VoIP preferred)
- Exceptional customer service and relationship management skills
- High sense of urgency and accountability
- Strong written and verbal communication skills
- Ability to manage multiple escalations simultaneously
- Strong organizational and follow-up discipline
- Comfort operating in cross-functional environments
- Proficient in CRM, ticketing systems, Excel, and reporting tools
- Ability to work independently while coordinating across departments
- Excellent critical thinking and problem-solving skills
- Professional demeanor suitable for executive-level Board communication
Supervisory Responsibility:
- No Supervisory Responsibilities
Salary Range - $70k-$105k
Hawaiian Telcom
Feb 18, 2026