Supervisor Service Coordination

Progress Residential • Tempe, AZ

3d

About The Position

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

The position oversees resident communications and cases from intake through resolution, monitors service queues and work-order pipelines, and ensures scheduling and follow-up are coordinated and documented. It also supports onboarding and training, audits team performance, identifies operational trends, and recommends process improvements. Unresolved or high-risk matters are escalated to the Manager Service Coordination.

Requirements

• High school diploma or GED required.
• Three years of experience in property management, maintenance, or a call center environment, including single-family, multifamily, 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 addressing 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.
• Act as the escalation point for unresolved resident concerns, provide accurate information, and de-escalate 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 Service Coordinators manage work-order scheduling and rescheduling and coordinate work orders in the service request system.
• Manage the process for obtaining photos, reviewing resident-responsible work orders, and assisting market operations with past-due work orders.
• Conduct 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 to streamline service operations.
• 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, dental, and vision coverage.
• Parental leave.
• 401(k) with company match.
• PTO based on tenure.
• 13 paid holidays and one floating holiday.
• Quarterly summits, town hall meetings, and continuous training.

What This Job Offers

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