Supervisor Service Coordination

Progress Residential • Tempe, AZ

4d

About The Position

The Supervisor Service Coordination leads a team of Resident Service Coordinators responsible for day-to-day resident inquiries, cases, and work order coordination for single-family rental properties. The supervisor coaches and develops coordinators, resolves escalated resident concerns, and ensures service-level and quality standards are met. The role partners with vendors, technicians, and market service leadership to keep work orders progressing and residents informed.

The position also monitors service cases and work orders, supports scheduling and follow-up, conducts quality reviews and performance coaching, helps onboard new coordinators, and recommends process improvements. Other duties may be assigned based on company needs. Employment is conditional on satisfactory background and drug screening.

Requirements

• High school diploma or GED required.
• At least 3 years of experience in property management, maintenance, or a call center environment; experience may be in single-family, multi-family, or military housing.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and conflict-resolution skills.
• Proficiency in MS Office, Outlook, and internet applications, with comfort learning new technology.
• Familiarity with call center or maintenance metrics, reporting, and dashboards.
• Strong problem-solving skills and sound judgment when handling significant customer issues.
• Valid driver's license required.
• Ability to work a flexible schedule, including weekends.

Nice To Haves

• Associate's degree preferred.
• Prior experience as a Service Coordinator or in a similar resident-facing role preferred.
• Prior experience coaching, training, or leading others preferred.
• Bilingual Spanish skills are a plus.

Responsibilities

• Supervise and coach Service Coordinators handling resident calls, emails, and cases from intake through resolution.
• Serve as the escalation point for unresolved resident concerns, providing accurate information and de-escalating high-priority issues.
• Use sound judgment and autonomy to resolve customer concerns within company guidelines.
• Ensure resident follow-up is documented in company systems.
• Monitor the service case queue and work order pipeline to ensure requests are assigned, tracked, and resolved within service-level agreements.
• Ensure coordinators receive and manage work order scheduling and rescheduling, and coordinate necessary work orders in the service request system.
• Manage the process for obtaining photos and reviewing resident-responsible work orders, and assist market operations with past-due work orders.
• Conduct regular quality reviews, call and case audits, and performance coaching for direct reports.
• Assist with onboarding and training new coordinators on processes, systems, and best practices.
• Partner with vendors, technicians, and market service leadership to support timely, high-quality work order completion.
• Identify trends in case volume and type and recommend process improvements.
• Escalate unresolved or high-risk issues to the Manager Service Coordination.
• Perform other duties as assigned in the best interest of residents and the company.

Benefits

• Performance-based bonuses.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Parental leave.
• 401(k) with company match.
• Paid time off based on tenure.
• 13 paid holidays and 1 floating holiday.
• Quarterly summits, town hall meetings, and continuous training for professional development.

What This Job Offers

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