Job Description

  • Supervisor, Service Coordination

    Posted Date3 weeks ago(11/26/2018 9:27 AM)
    Job ID
    Job Location
    Customer Service/Support
  • Overview

    The Supervisor, Service Coordination is responsible for providing quality and efficient customer service to residents and associates through the daily management of the team of employees. 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 will act as the first point of contact for escalated issues that cannot be resolved by the Resident Support team. The ideal candidate would possess excellent customer service skills, analytical thinking, and experience managing associates in a call center environment. This position will be under direct supervision of the Manager, Service Coordination.

    Exempt / approximately $41K - 53K, depending on skills and experience.

    Essential Functions:

    • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner ensuring SLA’s and KPI’s are met
    • Monitor and manage response times, resident satisfaction and the overall productivity and efficiency of Service Coordinators
    • Review requests to use third party vendors and approves as appropriate
    • Perform ongoing training of team on newly developed process and procedures; educate and promote property repair best practices; coordinate skill and trade-based training for associates as needed
    • Ensure service related tasks stay within budget
    • Create and continuously evaluate processes and procedures; including 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
    • Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements
    • Provide statistical and performance feedback and coaching on a regular basis to each team member
    • Ensures 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
    • 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 creation and circulation of weekly, monthly, quarterly and annual reporting
    • Assist in special projects or assignments as needed by the business


    • Experience managing customer service associates in a fast paced, call center environment
    • Preferred education – Bachelor’s degree
    • Familiar with call center metrics, reporting and call monitoring a plus
    • Strong customer service skills
    • Excellent verbal and written communication skills
    • Experience with property management and lease review a plus
    • Experience working with Salesforce and Customer Relationship Management Systems (CRM) preferred
    • Proficient with MS Office, Outlook and Internet applications
    • Bi-lingual Spanish a plus
    • Superb accuracy and attention to detail
    • Ability to prioritize and multi-task 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

    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.

    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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