Customer Onboarding And Retention Team Lead

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.

Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

Position Summary

The Customer Onboarding Team Lead is a member of the Property Operations team and works closely with the Manager and Director of Customer Onboarding and Retention to supervise the team responsible for day-to-day property management functions related to new applicant screening, lease administration, and customer renewals and retention.

Essential Functions

• Assists team responsible for communicating with the applicant throughout the lifecycle of the application process (approval, lease signing, move-in scheduling)
• 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
• Responsible for regular review of policies and procedures relating to customer onboarding operations
• Work weekends on a rotating basis with Supervisors.
• Assist team with the daily execution of application screenings, as needed
• Provide leadership team feedback on areas of concern, recommended process improvements and policy changes
• Supervises team responsible for facilitating administrative property management functions, including but not limited to, processing applications for new residents in a timely and accurate manor, processing credit and criminal checks, completing all data entry fields in Yardi to complete application process, generating a lease agreement, corresponding with current residents who are up for renewal, and processing renewal lease agreements

Human Resource Management

• 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
• Coordinates activities to maximize the efficiency of all processes
• Supervision of team, set goals and holds people accountable for results

Qualifications

• Working knowledge of MS Word and Excel with the ability to perform basic/moderate formulas in Excel
• 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.
• Strong organizational skills with exceptional attention to detail
• High school diploma or equivalent required
• Previous property management experience in either the single family or multi-family rental industry
• Maintains regular attendance and excellent punctuality
• Associates or Bachelor’s degree strongly preferred
• Fosters teamwork and mutual respect throughout the company
• Excellent oral and written communication skills
• Proficiency in Yardi is required with 3-5 years previous work experience in property management using Yardi and Salesforce
• Ability to thrive in a dynamic, fast-changing, growth environment
• Honest, ethical, and able to maintain confidentiality in a business setting when necessary and required
• Has a strong understanding of Progress Residential property management operations and can accurately provide answers and explanations to applicants and current residents in a user-friendly manner

What You Can Expect From Us

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• We offer competitive compensation, including a performance-based bonus.
• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.

Closing Statement

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.

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