Supervisor Retention

Progress Residential • Tempe, AZ

1d • Onsite

About The Position

Progress Residential is a leading property manager of single-family rental homes nationwide, focused on creating an enjoyable living experience for residents and an empowering, people-first culture for its team members. As the demand for professionally managed rental homes grows, so do the opportunities at Progress. This role is part 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.

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 organizing, communicating, and maintaining renewal percentages, and assisting with processes.
• Responsible for optimal deployment of customer retention personnel and makes recommendations for enhancing renewal processes, coverage models, or team configurations 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 resident or market peer interactions.
• Backs Team Leads and supervises the management of assigning cases through the Case Queue.
• Handles the Customer Retention Leadership inbox along with the Manager for backup.
• Assists with quality control and coaching.
• Supervises team/team leads, sets goals, and holds people accountable for results.
• Works weekend shift rotation, as scheduled, to provide support to teams working on the weekend.
• Coordinates activities to maximize the efficiency of all processes.
• Develops team and focuses on succession planning within the group.
• Ensures that employees 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