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 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. 

At Progress we’re focused on maintaining a safe environment for our employees and our community. We incentivize and encourage our employees to be fully vaccinated.

Position Summary

The Supervisor - Acquisitions Integrations is responsible for leading the integrations of new markets and acquisitions related to the collections and account services operations. Responsibilities include interfacing with other departments and acquired entities, completing assigned tasks, testing, reporting, guiding the transition of servicing, and problem solving. The Supervisor - Integrations will act as the first point of contact for any collections and/or account services related integrations issues. The ideal candidate would possess excellent attention to detail, high degree of professionalism, analytical thinking, and experience managing associates in a call center environment. This position will be under direct supervision of the Manager - Collections and Recovery.

Essential Functions


* Manage an ongoing process of new market and acquisition integrations in various stages from pre to go-live to post.
* Provide daily direction and communication ensuring SLA’s are met
* Create and continuously evaluate processes and procedures; suggesting methods to improve operations, efficiency, and service to internal and external customers
* Create and maintain daily, weekly and monthly metrics for the department and team
* Provide statistical and performance feedback
* Facilitate performance management process with any direct reports
* Ensure employees have appropriate training and other resources to perform their jobs
* Work with the Manager to ensure all escalated issues are researched and resolved
* Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
* Proactively identify root causes of issues and make recommendations for process improvements
* Assist in special projects or assignments as needed by the business
* Maintain quick and efficient flow of information and feedback
* Courteously and professionally interact with other departments, leadership, residents, and vendors within established response times
* Identify and reports potential communication opportunities based on trends in conversations
* Act as next level point of escalation for any integrations issues as relates to collections or account services
* Ensure employees have appropriate training and other resources to perform their jobs
* Work with the Manager - Collections and Recovery to ensure all escalated issues are researched and resolved

Qualifications


* Experience managing processes, deliverables, and associates in a fast paced environment
* Preferred education - Bachelor’s degree
* Exemplary customer focus with strong customer service skills
* Excellent verbal and written communication skills
* Excellent interpersonal skills, genuinely friendly and approachable
* Able to communicate via phone, email, or live chat, by writing well and using correct grammar
* Familiar with call center metrics, reporting and call monitoring
* Proficient with MS Office, Outlook and Internet applications
* Superb accuracy and attention to detail
* Ability to prioritize and multi-task in a fast-paced environment.
* Adaptable to feedback and requested changes
* Ability to work a flexible shift and hours including weekends
* Able to handle confused or irate customers patiently and politely, even in stressful situations and able to de-escalate difficult situations
* Fosters teamwork and mutual respect throughout the company
* Experience working productively with a disbursed workforce via the telephone and technology
* Experience with property management and lease review a plus
* Experience working with Yardi and Customer Relationship Management Systems (CRM) preferred
* Bi-lingual Spanish a plus

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.
     

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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