Supervisor National Leasing Consultant
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 40,000 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 National Leasing Consultant, Supervisor is responsible for the daily management of the National Leasing Consultant team. Responsibilities include day to day employee management ensuring key metrics are met, motivating, recognition, coaching, counseling, training, and problem solving. The National Leasing Consultant, Supervisor will act as the first point of contact for escalated issues and is responsible to deliver the Progress Customer Service experience to prospective and future residents that have expressed interest in leasing a home to make an informed decision to view and lease homes.
Manages a team of National Leasing Consultants to acts as a knowledgeable guide for prospective and future residents that provide accurate information on viewing, applying, and moving into a Progress Residential home
Provides daily direction and communication to employees to ensure that prospective and future residents seeking information are provided information in a timely and efficient manner
Continuously evaluates systems and processes and provides recommendations to improve operations, resident/employee experience, and performance
Monitors and maintains daily, weekly, and monthly metrics for the department and team
Utilizes metrics and data to provide performance feedback and coaching to team members
Oversees the management and updating of the lead database of prospective and future residents
Meets or exceeds monthly move in goals and metrics
Directs team to convert prospective residents to lease from Progress Residential through appropriate sales tactics
Oversees communications with market teams Renovations, Turns, and Service to ensure homes’ ready dates are accurately advertised to prospective and future residents
Manages future resident applications with the Customer Onboarding team to ensure application needs are met
Manages team through training, quality assurance reviews, coaching, and performance metrics
Supervises home to home transfer communications and application process
Assists in special projects or assignments as needed by the business
Collaborates with team for any needed solutions to help lease home
Verifies available homes can easily be viewed by our prospective and future residents
Monitors future resident’s application documents, lease completion, and all move in monies have been collected prior to the move in date
Communicates information and methods with cross-functional team members
Follows terms of Fair Housing, the Fair Credit Reporting Act, the American Disabilities Act, and any other pertinent laws
Initiates contact Programs, using telephone, email and text, as required
Educates prospective residents on reducing instances in scam/fraud
Maintains quick and efficient flow of inbound and outbound calls
Identifies and reports opportunities based on trends in conversations
Creates and maintains a high-quality work environment
Works with the National Director, Sales Operations to ensure all escalated issues are researched and resolved
High School graduate or GED required
Experience managing customer service associates in a fast paced, call center environment
Inside sales call center experience required
Familiar with call center metrics, reporting and call monitoring
Excellent verbal and written communication skills via phone, email, or text
Experience working with Salesforce and/or Yardi a plus
Proficient with MS Office, Outlook, and Internet applications
Bi-lingual Spanish a plus
Adaptable to feedback and requested changes
Ability to work a flexible shift and hours including weekends
Able to de-escalate difficult situations
Fosters teamwork and mutual respect throughout the company
Driven and motivated to perform with incentive-based pay
Capability to prioritize workload in a fast-paced work environment
Ability to work without direct supervision and stay on task
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.