Progress Residential
Scottsdale, Arizona, United States
Supervisor Service Coordination
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 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 Supervisor, Service Coordination is responsible for providing quality and efficient customer service to residents and associates through the daily management of the team of employees. Responsibilities include day to day employee management ensuring SLAs and KPIs are met, motivating, recognition, coaching, counseling, training, and problem solving. The Supervisor, Service Coordination will act as the first point of contact for escalated issues that cannot be resolved by the Resident Support 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 Manager, Service Coordination.
Essential Functions
Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner ensuring SLAs and KPIs are met
Monitor and manage response times, resident satisfaction and the overall productivity and efficiency of Service Coordinators
Review requests to use third party vendors and approves as appropriate
Perform ongoing training of team on newly developed process and procedures; educate and promote property repair best practices; coordinate skill and trade-based training for associates as needed
Ensure service related tasks stay within budget
Create and continuously evaluate processes and procedures; including 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
Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements
Provide statistical and performance feedback and coaching on a regular basis to each team member
Ensures employees have appropriate training and other resources to perform their jobs
Work with the Director, Customer Care 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 creation and circulation of weekly, monthly, quarterly and annual reporting
Assist in special projects or assignments as needed by the business
Qualifications
Experience managing customer service associates in a fast paced, call center environment
Preferred education - Bachelors degree
Familiar with call center metrics, reporting and call monitoring a plus
Strong customer service skills
Excellent verbal and written communication skills
Experience with property management and lease review a plus
Experience working with Salesforce and Customer Relationship Management Systems (CRM) preferred
Proficient with MS Office, Outlook and Internet applications
Bi-lingual Spanish a plus
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
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.