Supervisor Service Coordination
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 75,000 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.
Employment with Progress Residential is conditional on a satisfactory background and drug screen as well as submitting proof satisfactory to Progress Residential that you are fully vaccinated against the Corona Virus COVID-19 disease, subject to any accommodations granted by Progress Residential based on disability or religion as applicable by state law.
The Supervisor, Service Coordination is responsible for providing quality and efficient customer service to residents and associates through the daily management of the service coordination team. Responsibilities include day to day employee management ensuring SLA’s and KPI’s are met, motivating, recognition, coaching, counseling, training, and problem solving. The Supervisor, Service Coordination is the first point of contact for escalated issues that cannot be resolved by the Resident Support team. The ideal candidate has excellent customer service skills, analytical thinking skills, and experience managing associates in a call center environment. This position will be under direct supervision of the Director, Customer Care. Remote work available.
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.
Perform ongoing training of team on newly developed process and procedures; educating and promoting property repair best practices and coordinating skill and trade-based training for associates as needed
Ensure service related tasks stay within budget
Create and continuously evaluate processes and procedures; suggesting methods to improve operations, efficiency, and service to internal and external customers
Provide statistical and performance feedback and coaching on a regular basis to each team member
Ensure employees have appropriate training and other resources to perform their jobs
Work with the Director, Customer Care to ensure all escalated issues are researched and resolved
Proactively identify root causes of issues and make recommendations for process improvements
Manage a team of 4+ SC Team Leaders who in turn manage a team of 25+ Service Coordinators responsible for executing Service Requests for single family rental properties across the US
Provide daily direction and communication to employees so that Service work is completed in a timely and cost-efficient manner
Monitor incoming work and ensure that both resident and non-resident service requests are performed timely, efficiently, and in a knowledgeable manner ensuring SLAs and KPIs are met
Create a bridge between the Central Service Coordination team and the Market Service Managers/Service Directors
Monitor and manage response times, resident satisfaction and the overall productivity and efficiency of Service Coordinators
Coach and develop SC Team Leads and Service Coordinators
Assist with creating and circulating weekly, monthly, quarterly and annual reporting
Assist with special projects or assignments as needed by the business
Assist the Markets with vendor base management
Preferred education - Bachelor’s degree
Strong customer service skills
Excellent verbal and written communication skills
Excellent interpersonal skills, genuinely friendly and approachable
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
In-depth understanding of commercial and/or residential building maintenance
Experience reviewing repair bids, product specifications, and determining whether to outsource or complete necessary repairs in-house
Experience leading customer service associates in a fast-paced environment
Proficient with MS Office, Outlook and Internet applications
Experience working with Salesforce and Customer Relationship Management Systems (CRM) preferred
Experience with property management and lease review a plus
Experience with call center operations, call center metrics, reporting and call monitoring a plus
Bilingual with Spanish preferred
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, 10 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.