About this role
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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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Job Summary:
The Supervisor Service Coordination (SSC) leads a team of Resident Service Coordinators (SC) overseeing the day-to-day handling of resident inquiries, cases, and work order coordination for single-family rental properties. This role coaches and develops coordinators, resolves escalated resident concerns, and ensures the team meets service level and quality standards. They partner with vendors, technicians, and market service leadership to keep work orders moving and residents informed.
Essential Functions:
- Supervises and coaches a team of Service Coordinators handling resident calls, emails, and cases from intake through resolution.
- Serves as the Service Coordinator escalation point for unresolved resident concerns, providing accurate information and de-escalating high-priority issues
- Exercise sound judgement and autonomy in resolving customer concerns within company guidelines, always striving to provide the best possible experience
- Ensures resident follow-up is documented in systems to maintain transparency across departments
- Monitors the service case queue and work order pipeline to ensure requests are assigned, tracked, and resolved within SLA.
- Ensures Service Coordinators receive and manage work order scheduling, rescheduling, and coordinates all necessary work orders in the service request system.
- Manages process for obtaining photos, reviewing resident responsible work orders, assisting market operations with past due work orders.
- Conducts regular quality reviews, call and case audits, and performance coaching for direct reports.
- Assists in onboarding and training new coordinators on process, systems, and best practices.
- Partners with vendors, technicians, and market service leadership to confirm timely, high-quality completion of work orders.
- Identifies trends in case volume and type, and proactively recommends process improvements to streamline service operations.
- Escalates unresolved or high-risk issues to the Manager Service Coordination.
- Performs other duties as assigned in the best interest of residents and the company.
Qualifications:
- High school diploma or GED required; Associate's degree preferr
- 3 years of experience in property management, maintenance, or a call center environment (single-family, multi-family, or military housing) required; prior experience as a Service Coordinator or similar resident-facing role preferred.
- Prior experience coaching, training, or leading others preferred.
- Excellent verbal and written communication skil
- Strong leadership, coaching, and conflict-resolution skills.
- Proficient in MS Office, Outlook, and internet applications; comfortable learning new technology.
- Familiarity with call center or maintenance metrics, reporting, and dashboards.
- Strong problem-solving skills and sound judgment on significant customer issues.
- Valid Driver's License required.
- Bilingual (Spanish) a plus.
- Ability to work a flexible schedule, including weekends.
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.