Customer Care Agent

Progress Residential • Tempe, AZ

2d • Onsite

About The Position

As a Customer Care Associate (In Training), you will provide customer service to prospective and current residents, answering inquiries and troubleshooting issues related to Progress Residential’s products and services. The position begins with a 60-day training period, after which successful trainees move into a Customer Care Associate I (Tier 1) role. During the first 60 days, employees may not access or use paid time off and must successfully pass open-note assessments.

The role uses phone and email channels and includes documenting interactions, following up on open issues, and escalating complex matters to Tier 2 support. You will use Progress Residential’s knowledge-centered support system, keep current on products and services, contribute to support documentation, and collaborate with other teams on customer needs. The position is onsite in a team environment.

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 and escalate complex issues 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 opportunities 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 that values 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