Progress Residential is Hiring a Customer Advocacy Team Lead Near Tempe, AZ

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 the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 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 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.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

Position Summary:

Customer Advocacy Team Lead will be responsible for managing a modest caseload of escalated customer issues while providing leadership and support to our customer advocacy team. Focusing on maintaining a customer-centric approach, driving continuous improvement, and collaborating with cross-functional teams to address systemic issues contributing to escalations.

Essential Functions:

Maintain a modest caseload of escalated customer issues to stay directly engaged with the resolution process.
Personally handle complex or high-priority complaints, demonstrating effective problem-solving skills and showcasing best practices to the team.
Use firsthand experience to identify areas for improvement in current processes and share insights with the team.
Provide guidance and support to the customer advocates in handling complaint issues, ensuring a consistent and customer-centric approach.
Liaise with other departments and markets to gather information and resources necessary for resolving complaint cases and maintaining our knowledge of their processes.
Maintain open communication channels with relevant stakeholders, including team members, markets, and cross-functional teams.
Track and monitor the resolution progress of complaint cases, ensuring adherence to established service level agreements (SLAs).
Collaborate with team members to identify areas of improvement in handling complaint issues and implement necessary changes.
Conduct regular quality reviews of complaint cases to ensure compliance with all policies and procedures.
Provide constructive feedback to team members on their handling of complaint issues, emphasizing continuous improvement. Does not provide corrective action.
Utilize data analysis to identify opportunities for process improvement and share insights with relevant stakeholders.
Work closely with other departments, such as Customer Support, Product Development, and Quality Assurance, to address systemic issues contributing to escalations.
Ensure thorough documentation of all complaint cases, including resolutions and customer interactions, for reference and analysis.

Qualifications:

Salesforce Experience (2 years )
Proven experience in effectively managing and resolving escalated customer complaints.
Strong analytical skills to identify root causes and recommend process improvements.
Exceptional organizational skills to maintain a caseload of escalated customer issues.
Proven problem-solving skills, particularly in handling complex or high-priority complaints.
Ability to showcase best practices and contribute to continuous improvement.
Excellent leadership and mentoring skills to provide guidance and support to the team.
Strong interpersonal skills to liaise with other departments and markets for information gathering.
Effective communication skills to maintain open channels with stakeholders and cross-functional teams.
Experience in tracking and monitoring resolution progress while ensuring adherence to SLAs.
Proactive in identifying areas for improvement and implementing necessary changes.
Collaborative approach in working with various departments to address systemic issues contributing to escalations.
Detail-oriented with a commitment to thorough documentation of complaint cases and resolutions.

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, 401k match, 10 paid holidays and much more.

Closing Statement:
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.

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