Supervisor Retention

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As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

The Supervisor Retention is a member of the Property Operations team and works closely with the Manager and Director of Customer Retention to supervise the team responsible for day-to-day property management functions related to Retention and Renewal Percentages.

• Supervises team responsible for facilitating administrative property management functions, including but not limited to, organizing, communicating, and maintaining renewal percentages, and assisting with processes.

• Responsible for optimal deployment of customer retention personnel and makes recommendations for enhancing the renewal processes, coverage models, or team configurations in order to maximize renewal percentages.

• Analyzes customer retention performance and creates plans to overcome shortfalls.

• Provides leadership team feedback on areas of concern, recommended process improvements and policy changes.

• Responsible for regular review of policies and procedures relating to customer retention.

• 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.

• Backs Team Leads and supervises management of assigning cases out through the Case Queue.

• Handles Customer Retention Leadership inbox along with Manager for backup.

• Assist with quality control and coaching.

• Supervises team/team leads, sets goals and holds people accountable for results.

• Works weekend shift rotation, as scheduled, in order to provide support to teams working on the weekend.

• Coordinates activities to maximize the efficiency of all processes.

• 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.

• High school diploma or equivalent required.

• Associate or Bachelor degree strongly preferred.

• Has a strong understanding of Progress Residential property management operations and can accurately provide answers and explanations to applicants in a user-friendly manner.

• Previous property management experience in either the single family or multi-family rental industry.

• Working knowledge of MS Word and Excel with the ability to perform basic/moderate formulas in Excel.

• Proficiency in Yardi is required with 3-5 years previous work experience in property management using Yardi and Salesforce.

• Strong organizational skills with exceptional attention to detail.

• Ability to thrive in a dynamic, fast-changing, growth environment.

• Fosters teamwork and mutual respect throughout the company.

• Maintains regular attendance and excellent punctuality.

• 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.

• Excellent oral and written communication skills.

• Honest, ethical and able to maintain confidentiality in a business setting when necessary and required.

• 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.

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

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

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.