Customer Care Associate (on site)

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team. 
 
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 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 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.

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 Care Associate is responsible for timely and accurately answering of inbound customer service inquiries via phone and email. The ideal candidate would possess excellent customer service skills, de-escalation, and critical thinking skills. This position will be under direct supervision of the Care Supervisor.

Essential Functions:

• Answer inbound phone inquiries from customers providing quality and accurate responses and guidance to resolve concerns.

• Participate in email and chat communication with customers, when assigned.

• Research required information using multiple systems and resources

• Analytical and critical thinking for incoming inquiries

• Route calls, emails, and cases to appropriate department as needed

• Accurately complete and document case information in system to ensure inquiry is captured correctly

• Identify and escalate priority issues

Qualifications:

• High school diploma or equivalent required

• 1-2 years direct customer service experience

• Familiar with call center metrics, reporting and call monitoring

• Experience with Microsoft systems such as Outlook, Word and Teams

• Excellent verbal and written communication skills

• Experience with property management and lease review a plus

• General computer skills and navigation experience

• Bi-lingual Spanish a plus

• Superb accuracy and attention to detail

• Adaptable to feedback and requested changes

• Excellent people skills, genuinely friendly and approachable

• Strong customer service skills

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, it’s 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, 401k match, 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 incumbent’s supervisor at any time based upon Company need.
 
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v. 
 

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