Specialist, Customer Service​/HelpDesk, Customer Service Rep

Job Summary

The Home Finding Specialist serves as the initial point of contact for prospective residents, offering a high level of customer service and support throughout the rental home inquiry process. This role focuses exclusively on handling inbound calls, addressing questions, and providing information to ensure a smooth and positive experience. The Home Finding Specialist will aim to resolve inquiries in a single call whenever possible and will transfer calls to the Home Finding Consultant if further assistance is required.

• Handle Inbound Calls:
  Serve as the first point of contact for prospective residents, addressing general inquiries and providing general information about property availability, and directing prospective residents to Home Finding Consultants, or to an online rental application portal containing information prepared by or under the direction of real estate license holders.
• One-Call Resolution:
  Strive to resolve inquiries in a single call by directing prospective residents to guidance prepared by real estate license holders.
• Transfer calls to the Home Finding Consultant for additional assistance when necessary.
• Deliver Exceptional Customer Service:
  Provide a positive and efficient experience for prospective residents, addressing their concerns and resolving issues promptly.
• Update and Maintain Records:
  Keep accurate records of interactions, tracking inquiries and call outcomes to ensure effective follow-up and reporting.

• Handle high volumes of inbound calls efficiently while following standardized protocols to ensure consistency in communication, professionalism, and compliance with company policies.
• Serve as point of contact for prospective residents navigating the rental home finding process by communicating property requirements and assisting with directions for self-showings and instructions on accessing the online rental application portal.
• Respond promptly to inquiries, providing general information about available properties and addressing any questions or concerns.
• Maintain accurate and detailed records of customer interactions and inquiries for efficient follow-up and tracking.

• High School diploma or GED required.
• Proven experience in customer service, ideally in a service-oriented role.
• Strong communication and collaboration skills.
• Basic knowledge of maintenance and property management is a plus.
• Ability to handle multiple tasks efficiently in a fast-paced environment.
• Motivated to achieve service excellence.
• Flexibility to align with Progress’ business hours, including weekends.

• 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.

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

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

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.