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 one of the largest providers of high-quality, single-family rental homes in the United States. With more than 75,000 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. 

Employment with Progress Residential is conditional on a satisfactory background and drug screen as well as submitting proof satisfactory to Progress Residential that you are fully vaccinated against the Corona Virus COVID-19 disease, subject to any accommodations granted by Progress Residential based on disability or religion or as applicable by state law.

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 Manager Customer Solutions  -  Digital Platforms is responsible for customer journey for all current Progress Customers in the digital environment. The digital environment includes Facebook, LinkedIn, Instagram, Yelp, TripAdvisor comments, reviews.
Experience in AI search technology such as Yext, SOCi, and Birdeye is required
The candidate will model the Customer Advocacy pillars of compassion, tone, emotional congruency and branding across teams and functions.
The candidate will work on maintaining up to date training needs and collaborating with Learning and Development for new hire and ongoing team training.

The candidate must have experience managing teams in a high volume, fast paced environment. The ideal candidate will possess dynamic leadership skills, exceptional personal communication, analytic skills and can report on data analytics, is both process and people minded, and is a hands-on, highly accessible leader. Experience in a case management system is required to manage and track experiences through resolution.

The Manager Digital Environment Advocacy 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 Director Customer Advocacy and will be responsible for creating, analyzing, and reporting on data gathered from cases created and developed based on customer feedback in the digital environment.

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.).

Essential Functions

  • Implement behavior across a team to increase trust with our customers in the digital environment

  • Develop and track appropriate response and resolution time

  • Report on volume and data details to measure and improve our business standards

  • Research/resolve customer complaints providing feedback to leadership for coaching/process improvement

  • Responsible for suggesting methods to improve operations, efficiency, and service to internal and external customers

  • Review and provide recommendations for quality analyst process using feedback from team, agents, and subject matter experts

  • Communicates daily, weekly, and monthly metrics and trends as outlined 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.

  • 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

  • Act as next level of escalation for team members.

  • Provide performance feedback and coaching on a regular basis to each team member.

  • Provide daily direction and communication to employees so that resident customer service calls are answered in a timely, efficient, and knowledgeable manner.


Qualifications

  • Salesforce experience required

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

  • Familiar with contact center metrics, reporting and call monitoring

  • Leadership experience

  • Excellent Customer Service skills, customer service mindset

  • Demonstrated experience in de-escalation and resolution focused communication

  • 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 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

  • Bachelor’s Degree, Masters 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, 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. 
 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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