Job Description
Looking for an opportunity with a dynamic, fun, and goal-oriented company? Were growing quickly and were looking for some not-so-typical talent to join our team.
Progress Residential is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 75,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
Employment with Progress Residential is conditional on a satisfactory background and drug screen as well as submitting proof satisfactory to Progress Residential that you are fully vaccinated against the Corona Virus COVID-19 disease, subject to any accommodations granted by Progress Residential based on disability or religion or as applicable by state law.
Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.
Position Summary
The Supervisor, Customer Care is responsible for providing quality and efficient customer service to residents and prospective residents through the daily management of the Customer Care team. Responsibilities include day to day employee management, ensuring SLAs are met, motivating, recognition, coaching, counseling, training, and problem solving. The Supervisor, Customer Care, will act as the first point of contact for escalated issues that cannot be resolved by the Customer Care team. The ideal candidate would possess excellent customer service skills, analytical thinking, and experience managing associates in a call center environment. This position will be under direct supervision of the Director, Customer Contact Center.
Essential Functions
Manage a team of 6+ Customer Care Team Leads, who in turn manage a team of 40+ Customer Care Agents responsible for taking calls from Prospects, Applicants, and Residents requesting support in various capacities
Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner ensuring SLAs are met
Create and continuously evaluate processes and procedures; suggesting methods to improve operations, efficiency, and service to internal and external customers
Create and maintain daily, weekly and monthly metrics for the department and team
Provide statistical and performance feedback and coaching on a regular basis to each team member
Facilitate performance management process with direct reports
Ensure employees have appropriate training and other resources to perform their jobs
Work with the Director, Customer Contact Center to ensure all escalated issues are researched and resolved
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
Proactively identify root causes of issues and make recommendations for process improvements
Assist in special projects or assignments as needed by the business
Maintain quick and efficient flow of inbound and outbound calls
Courteously and professionally interact with Customer Center Associates, prospects, residents, and vendors within established response times
Identify and reports potential communication opportunities based on trends in conversations
Act as next level point of escalation for Customer Care Team Leads.
Ensure employees have appropriate training and other resources to perform their jobs
Work with the Director, Customer Care Center to ensure all escalated issues are researched and resolved
Qualifications
Experience managing customer service associates in a fast paced, call center environment required
Preferred education - Bachelors degree
Exemplary customer focus with strong customer service skills
Excellent verbal and written communication skills
Excellent interpersonal skills, genuinely friendly and approachable
Able to communicate via phone, email, or live chat, by writing well and using correct grammar
Familiar with call center metrics, reporting and call monitoring
Proficient with MS Office, Outlook and Internet applications
Superb accuracy and attention to detail
Ability to prioritize and multi-task in a fast-paced environment.
Adaptable to feedback and requested changes
Ability to work a flexible shift and hours including weekends
Able to handle confused or irate customers patiently and politely, even in stressful situations and able to de-escalate difficult situations
Fosters teamwork and mutual respect throughout the company
Experience working productively with a disbursed workforce via the telephone and technology
Experience with property management and lease review a plus
Experience working with Yardi and Customer Relationship Management Systems (CRM) preferred
Bi-lingual Spanish a plus
What you can expect from us:
Progress Residential offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, its about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 10 paid holidays and much more.
Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbents supervisor at any time based upon Company need.
Progress Residential is a proud Equal Opportunity employer, m/f/d/v.