Customer Onboarding and Retention Team Lead
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 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.
The Customer Onboarding & Retention - Team Lead is a member of the Property Operations team and works closely with the Manager and Director of Customer Onboarding and Retention to supervise the team responsible for day to day property management functions related to new applicant screening, lease administration, and customer renewals and retention.
Acts as Subject Matter Expert for team of employees responsible for facilitating administrative property management functions, including but not limited to, processing applications for new residents in a timely and accurate manor, processing credit and criminal checks, completing all data entry fields in Yardi to complete application process, generating a lease agreement, corresponding with current residents who are up for renewal, and processing renewal lease agreements
Assists team responsible for communicating with the applicant throughout the lifecycle of the application process (approval, lease signing, move-in scheduling)
Makes recommendations for optimal deployment of renewal personnel and for enhancing the renewal processes, coverage models, or team configurations in order to maximize retention productivity
Analyze market renewal and retention performance and creates plans to overcome shortfalls
Provides feedback to the appropriate supervisor/manager on areas of concern, recommending process improvements and policy changes
Works weekends on a rotating basis with Sr. App Coordinators/Sr. Lease Renewal Specialists
Regularly reviews policies and procedures relating to customer onboarding and retention operations and makes recommendations for changes
Facilitates training to help develop and maintain a high degree of customer service and competency level in any resident or market peer interactions, whether the interaction is over the phone in email, through formal written communication or in person
Assist team with the daily execution of application screenings, processing applications and processing lease renewals, as needed
Human Resource Management
Supervision of team, set goals and holds people accountable for results
Coordinates activities to maximize the efficiency of all processes
Develops team and is focused on succession plan within group
Ensures that employees all have goals and receive regular feedback on their performance
Ensures team adheres to all Progress policies and procedures
High school diploma or equivalent required
Associates or Bachelor’s degree strongly preferred
Has a strong understanding of Progress Residential property management operations and can accurately provide answers and explanations to applicants and current residents in a user-friendly manner
Previous property management experience in either the single family or multi-family rental industry
Working knowledge of MS Word and Excel with the ability to perform basic/moderate formulas in Excel
Proficiency in Yardi is required with 3-5 years previous work experience in property management using Yardi and Salesforce
Strong organizational skills with exceptional attention to detail
Ability to thrive in a dynamic, fast-changing, growth environment
Fosters teamwork and mutual respect throughout the company
Maintains regular attendance and excellent punctuality
Interacts productively in person and through technology with co-workers, team members, management and other company personnel on a daily basis to accomplish duties and responsibilities.
Excellent oral and written communication skills
Honest, ethical and able to maintain confidentiality in a business setting when necessary and required
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, 9 paid holidays and much more.
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.