Supervisor Customer Advocates
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 Supervisor Customer Advocates will be responsible for managing a team of Customer Advocates that research, resolve and report on customer complaints from all levels of management within the organization. This role will also assist the Manager, Customer Escalations in resolving Executive Escalations which includes rotating weekend work. This role will make recommendations to leadership based on findings related to trends or other opportunities to improve our internal processes or procedures. This position is committed to providing a best-in-class experience to our residents, prospects, and vendors (realtors, HOAs, etc.). Remote work available.
**At Progress we’re focused on maintaining a safe environment for our employees and our community. While we do not require for employment, we do incentivize and encourage our employees to be fully vaccinated.**
Attention to detail
Disputes & complaints
Oral and written communication
Research/resolve customer complaints providing feedback to leadership for coaching/process improvement
Reports on customer complaints for the National Operations Team including observations, trends, and potential process improvements
Responsible for suggesting methods to improve operations, efficiency, and service to internal and external customers
Communicates daily, weekly, and monthly metrics 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.
Provides feedback to manager and or coaches individuals based on research gained through escalation.
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.
Salesforce experience required
Proficient with MS Office, including Excel, Word, and PowerPoint
Familiar with contact center metrics, reporting and call monitoring
Excellent Customer Service skills, customer service mindset
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
High School diploma or GED required
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, 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.