Job Description

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 Digital Environment Advocacy Specialist is responsible for customer journey for all current Progress Customers asking for assistance in online platforms. The digital environment includes BBB, Facebook, LinkedIn, Instagram, Yelp, TripAdvisor comments, reviews, and more.  

This Specialist will be required to have exceptional written communication. Experience in AI tools and technology such as Yext and Birdeye is required. 

 

The Digital Environment Advocacy Specialist will be responsible for problem solving and working with teammates to communicate and resolve issues which may arise in the customer experience using appropriate Progress Residential best practices.  

 

This candidate will work closely with the Manager Digital Environment Advocacy and will be responsible for customer case management tracking from the time of customers digital experience to resolution. Identifying and assessing customers’ needs to achieve satisfaction. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Responsible for problem solving and working with teammates to communicate and resolve issues which may arise in the customer experience using appropriate Progress Residential best practices. 

 

The candidate must have experience working with customers in a high volume, fast paced, high visibility and public environment. The ideal candidate will possess exceptional personal communication, analytic skills, is both process and people minded. Experience in a case management system is required to manage and track experiences through resolution. 

 

The candidate will model the Customer Advocacy pillars of compassion, tone, emotional congruency and branding across teams and functions. 

 

The ideal candidate has experience excelling in an environment with minimal supervision and is self-driven. 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

Issue resolution

Essential Functions: 

  • Provide customer service by providing a positive, friendly and professional experience in the Digital Environment 

  • Works with customers and team members to resolve complaints communicated online 

  • Displays behavior to increase trust with our customers  

  • Track appropriate response and resolution time in Salesforce 

  • Monitor all customer inquiries and complaints and assist in effective resolution of same.

  • Research/resolve customer complaints  

  • Gather information from various resources, and interact and coordinate with all necessary stakeholders to successfully resolve customer concerns 

  • Resolve customer concerns in a timely manner with the highest quality. 

  • Communicates daily, weekly, and monthly metrics and trends as outlined for the department and team 

  • Assists in special projects or assignments as needed by the business 

  • Documents, details, and saves updates and responses in Salesforce. 

  • Escalates findings to next level of management as applicable 

  • Provides summaries to leadership to aid in executing customer satisfaction.

Qualifications:

  • Salesforce experience required

  • Demonstrated proficiency with MS Office, including Excel, Word, and PowerPoint

  • Excellent Customer Service skills, customer service mindset

  • Ability and willingness to learn new skills

  • Must have excellent communication skills with both internal and external customers

  • Fosters teamwork and mutual respect throughout the company

  • Demonstrated experience in de-escalation and resolution focused communication

  • Has a strong passion for serving and understanding Customers

  • Experience with property management a plus

  • Knowledge of Yardi

  • 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 graduate required; Associate degree preferred 

  • 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, 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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Application Instructions

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