Customer Escalations Specialist

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 Customer Escalation Specialist acts as a National Operations point of contact for customer complaints. This role will be responsible for researching, resolving, and reporting on customer complaints/escalations from all levels of management within the organization. This role will engage with our customers via phone and/or email to resolve escalated issues and answer questions or concerns the customer may have. This role will work closely with team members across departments. This position is committed to providing a best-in-class experience to our residents, prospects, and vendors (realtors, HOAs, etc.).

Essential Functions

* Research/resolve customer complaints providing feedback to leadership for coaching/process improvement
* Reports on customer complaints for the National Operations Team including observations, trends, and potential process improvements
* Responsible for suggesting methods to improve operations, efficiency, and service to internal and external customers
* Communicates daily, weekly, and monthly metrics for the department and team
* Provides statistical and performance feedback
* Creates/maintains daily/monthly and yearly roll up reporting with executive summary/trending
* Assists in special projects or assignments as needed by the business
* Documents, details, and saves updates and responses in Salesforce.
* Provides feedback to manager and or coaches individuals based on research gained through escalation.
* Escalates findings to next level of management as applicable
* Collaborates with the training team to adapt onboarding training with data obtained from monitoring agent interactions.
* Provides summaries to leadership to aid in executing customer satisfaction.
* Takes on additional projects as requested

Qualifications

* Salesforce experience required
* Proficient with MS Office, including Excel, Word and PowerPoint
* Familiar with contact center metrics, reporting and call monitoring
* Excellent Customer Service skills, customer service mindset
* Experience with property management and lease review a plus
* Knowledge of Yardi, and telephony platform preferred
* Superb accuracy and attention to detail
* Ability to prioritize multiple tasks in a fast-paced environment.
* Adaptable to feedback and requested changes
* Excellent interpersonal skills, genuinely friendly, and approachable
* Ability to work a flexible shift and hours including weekends
* High School diploma or GED required
* Able to work quickly and efficiently to maintain response times
* Able to listen effectively, to find the root cause of issues, and communicate clearly

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.