Manager Resident Advocacy
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 65,000 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 Manager - Resident Advocacy is a member of the Accounting department and manages the Resident Advocacy teams that handle all resident disputes, escalations, hardship programs and other interventions on behalf of our residents through the management of internal and resident communications including inbound and outbound calls and additional contact channels.
Oversee resident advocacy operations
Hire, Train and Supervise resident advocacy team members
Develop and Update Training Material as needed
Assist Director in setting Cascading goals for department
Work with Director to set Benchmarks of performance for team
Review weekly reporting for individual performance metrics
Meets with Direct Reports on a regular basis to provide feedback on performance - provide positive feedback and praise with corrective discussions as needed
Work with Director and HR to complete corrective actions when needed
Track employee performance for use when completing annual reviews
Complete annual reviews for all reporting supervisors
Work directly with supervisors to ensure that resident needs are addressed on a timely basis
Assist with resident/collector escalations - provide great customer service to residents even in difficult situations
Familiarity with Fair Housing Guidelines
Assist with special projects as needed
High School degree required, bachelor’s degree preferred
Five or more years of previous experience in leading a team, preferably in single family or multifamily property management
Possesses organizational skills to work in a deadline-driven, detail-oriented environment
Able to work flexibly and productively in a fast changing, growth company
Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must
Proficiency in Yardi Voyager and Salesforce and/or Noble or other telephony system preferred
Ability to build and maintain positive relationships internally and externally
Ability to Supervise and Motivate a team of people to meet individual goals, department goals and company goals
Ability to thrive in a dynamic, fast-paced, growth environment
Excellent oral and written communication skills with team, peers, customers and management
Ability to work independently with little supervision
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.