Customer Care Agent

Progress Residential • Tempe, AZ

3d • Onsite

About The Position

As a Customer Care Associate (In Training), you will provide customer service to prospective and current residents by responding to inquiries and troubleshooting issues related to Progress Residential's products and services. The role uses phone and email channels and requires documenting interactions, following up on unresolved issues, and escalating complex matters to Tier 2 support teams. The position also contributes to the company’s knowledge-centered support system by maintaining current product knowledge, creating and updating support documentation, collaborating across teams, and participating in training and development.

After successfully completing a 60-day training period and passing open-note assessments, the employee moves into a Customer Care Associate I (Tier 1) role. Paid time off options are unavailable during the first 60 days of employment. The role is onsite and team-based. Employment is conditional on satisfactory background and drug screens.

Requirements

• 1–2 years of experience in a customer support role within a call center environment.
• Excellent communication skills, including the ability to explain technical information clearly and concisely.
• Positive attitude and willingness to learn and adapt to new situations.
• Ability to work onsite in a team environment.
• Successfully complete the 60-day training period and pass open-note assessments.

Nice To Haves

• Knowledge of property management or leasing processes.
• Familiarity with Salesforce or similar CRM tools.

Responsibilities

• Provide customer support to prospective and current residents by phone and email.
• Answer inquiries and troubleshoot issues related to Progress Residential's products and services.
• Identify complex issues and escalate them to Tier 2 support teams.
• Document customer interactions and follow up on open issues to ensure timely resolution.
• Use the knowledge-centered support system to improve support delivery and resolution times.
• Participate in training and development to improve knowledge and skills.
• Contribute to the development and maintenance of support documentation and knowledge base articles.
• Maintain up-to-date knowledge of Progress Residential's products and services.
• Collaborate with cross-functional teams to provide input and feedback on customer needs and pain points.
• Contribute to a positive team culture focused on collaboration, feedback, and continuous improvement.

Benefits

• Performance-based bonuses.
• Medical, dental, and vision benefits.
• Parental leave.
• 401(k) with company match.
• PTO based on tenure.
• 13 paid holidays and 1 floating holiday.
• Quarterly summits, town hall meetings, and continuous training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed