Service Coordinator Jobs

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 Services Coordinator is responsible for timely and accurately answering of inbound customer service inquiries via phone and email, scheduling and managing service requests and reviewing and approving invoices for vended work. The ideal candidate would possess excellent customer service skills as well as analytical thinking to help advance the service center model into a true help desk. This position will be under direct supervision of the Director of Maintenance and Service Operations.

Essential Functions

• Accurately completes and document information in the system and ticket to ensure inquiry is captured correctly
• Manages and schedules work orders for HOA violations and confirms resident chargebacks as required
• Responds to incoming emails using standard methodologies
• Answer inbound phone inquiries from customers providing quality and accurate responses managing and resolving customer complaints
• Confirms resident chargebacks and identifies resident responsible items
• Routes calls, emails, and tickets to appropriate individuals and groups as needed
• Analyzes and thinks critically about incoming inquiries to help develop future processes and structures to streamline and grow customer service processes and models
• Proactively identifies root causes of issues and make recommendations for process improvements future state
• Receives requests for work orders from residents via phone or web and then directly manages and schedules all necessary work orders in the service request system
• Routinely communicates with Technicians and vendors to ensure work orders are completed in a timely fashion with high quality
• Researches required information using multiple systems and resources
• Identifies and escalates priority issues when necessary

Qualifications

• Strong customer service skills
• Experience with property management and lease review a plus
• Strong problem-solving skills and data analysis abilities
• High school diploma or equivalent required
• Adaptable to feedback and requested changes
• Proficient with MS Office, Outlook and Internet applications
• Ability to prioritize and multi-task in a fast-paced environment
• Ability to work a flexible shift and hours including weekends
• Bi-lingual Spanish a plus
• Experience responding to customer emails
• Superb accuracy and attention to detail
• 2-3 years inbound call center experience in fast paced environment
• Experience working with SalesForce and Customer Relationship Management Systems (CRM)
• Excellent interpersonal skills, genuinely friendly and approachable
• Familiar with call center metrics, reporting and call monitoring a plus
• Excellent verbal and written communication skills

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:

• 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.
• 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.
• We offer competitive compensation, including a performance-based bonus.

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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