Supervisor Retention

Progress Residential • Tempe, AZ

1d • Onsite

About The Position

The Supervisor Retention is a member of the Property Operations team and works closely with the Manager and Director of Customer Retention to supervise the team responsible for day-to-day property management functions related to Retention and Renewal Percentages. Progress Residential is one of the nation’s largest providers of single-family rental homes in the country, with more than 90,000 homes across the US. Together, we are building a new way of renting homes, one person, one innovation at a time. Come build the future with us.

Requirements

• High school diploma or equivalent required
• Previous property management experience in either the single family or multi-family rental industry
• Working knowledge of MS Word and Excel with the ability to perform basic/moderate formulas in Excel
• Proficiency in Yardi is required with 3-5 years previous work experience in property management using Yardi and Salesforce
• Strong organizational skills with exceptional attention to detail
• Ability to thrive in a dynamic, fast-changing, growth environment
• Fosters teamwork and mutual respect throughout the company
• Maintains regular attendance and excellent punctuality
• Interacts productively in person and through technology with co-workers, team members, management and other company personnel on a daily basis to accomplish duties and responsibilities.
• Excellent oral and written communication skills
• Honest, ethical and able to maintain confidentiality in a business setting when necessary and required

Nice To Haves

• Associate or Bachelor degree strongly preferred
• Has a strong understanding of Progress Residential property management operations and can accurately provide answers and explanations to applicants in a user-friendly manner

Responsibilities

• Supervises team responsible for facilitating administrative property management functions, including but not limited to, organizing, communicating, and maintaining renewal percentages, and assisting with processes.
• Responsible for optimal deployment of customer retention personnel and makes recommendations for enhancing the renewal processes, coverage models, or team configurations in order to maximize renewal percentages.
• Analyzes customer retention performance and creates plans to overcome shortfalls.
• Provides leadership team feedback on areas of concern, recommended process improvements and policy changes.
• Responsible for regular review of policies and procedures relating to customer retention.
• Responsible for training, measuring and maintaining a high degree of customer service and competency level in any resident or market peer interactions, whether over the phone or email, through formal written communication or in person
• Backs Team Leads and supervises management of assigning cases out through the Case Queue
• Handles Customer Retention Leadership inbox along with Manager for backup.
• Assist with quality control and coaching.
• Supervises team/team leads, sets goals and holds people accountable for results
• Works weekend shift rotation, as scheduled, in order to provide support to teams working on the weekend
• Coordinates activities to maximize the efficiency of all processes
• Develops team and is focused on succession plan within group
• Ensures that employees all have goals and receive regular feedback on their performance
• Ensures team adheres to all Progress policies and procedures

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED