Manager Customer Escalations

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 40,000 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.

Position Summary

The Escalation Manager acts as the 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 also make recommendations to leadership based on findings related to trends or other opportunities to improve our internal processes or procedure. This position is committed to providing a best-in-class experience to our residents, prospects, and vendors (realtors, HOAs, etc.).

Competencies

Attention to detail

Analytical

Customer relations

Problem solving

Disputes & complaints

Responsive

Organized

Oral and written communication

Coaching/feedback

Issue resolution

Essential Functions

• Researches/resolves 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 and multi-task 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, 9 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.