Supervisor Retention
Job Description
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Ready to make an impact with a dynamic, forward-thinking company?
As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.
Why join Progress?
As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.
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Position Summary:
The Supervisor Retention is a member of the Property Operations team and works closely with the Manager and Director of Customer Retention to supervise the team responsible for day-to-day property management functions related to Retention and Renewal Percentages.
Essential Functions:
Supervises team responsible for facilitating administrative property management functions, including but not limited to, organizing, communicating, and maintaining renewal percentages, and assisting with processes.
Responsible for optimal deployment of customer retention personnel and makes recommendations for enhancing the renewal processes, coverage models, or team configurations in order to maximize renewal percentages.
Analyzes customer retention performance and creates plans to overcome shortfalls.
Provides leadership team feedback on areas of concern, recommended process improvements and policy changes.
Responsible for regular review of policies and procedures relating to customer retention.
Responsible for training, measuring and maintaining a high degree of customer service and competency level in any resident or market peer interactions, whether over the phone or email, through formal written communication or in person
Backs Team Leads and supervises management of assigning cases out through the Case Queue
Handles Customer Retention Leadership inbox along with Manager for backup.
Assist with quality control and coaching.
Supervises team/team leads, sets goals and holds people accountable for results
Works weekend shift rotation, as scheduled, in order to provide support to teams working on the weekend
Coordinates activities to maximize the efficiency of all processes
Develops team and is focused on succession plan within group
Ensures that employees all have goals and receive regular feedback on their performance
Ensures team adheres to all Progress policies and procedures
Qualifications:
High school diploma or equivalent required
Associate or Bachelor degree strongly preferred
Has a strong understanding of Progress Residential property management operations and can accurately provide answers and explanations to applicants in a user-friendly manner
Previous property management experience in either the single family or multi-family rental industry
Working knowledge of MS Word and Excel with the ability to perform basic/moderate formulas in Excel
Proficiency in Yardi is required with 3-5 years previous work experience in property management using Yardi and Salesforce
Strong organizational skills with exceptional attention to detail
Ability to thrive in a dynamic, fast-changing, growth environment
Fosters teamwork and mutual respect throughout the company
Maintains regular attendance and excellent punctuality
Interacts productively in person and through technology with co-workers, team members, management and other company personnel on a daily basis to accomplish duties and responsibilities.
Excellent oral and written communication skills
Honest, ethical and able to maintain confidentiality in a business setting when necessary and required
Closing Statement:
This brief 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.
What you can expect from us:
Competitive Compensation - Including performance-based bonuses that reward your contributions.
Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.
Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.
Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.
A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.
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.
Employment with Progress Residential is conditional on a satisfactory background and drug screen.
Progress Residential is a proud Equal Opportunity employer, m/f/d/v.