Customer Care Associate –(in person, October 20th Start Date)

Position Summary

Class Starts October 20th
As a Customer Care Associate (In Training), you will play a vital role in delivering exceptional customer service to our prospective and current residents. You will use your communication and critical thinking skills to help residents with their inquiries and troubleshoot any issues related to our products and services.

Essential Functions

• Provide exceptional customer support to prospective and current residents via phone and email channels
• Answer inquiries and troubleshoot issues related to Progress Residential's products and services
• Identify and escalate complex issues to Tier 2 support teams
• Document customer interactions and follow up on open issues to ensure timely resolution

Specific Skill Differentiators

• Excellent phone and email etiquette, with the ability to communicate clearly and effectively
• Able to manage a high volume of customer inquiries and prioritize tasks effectively
• Knowledge of property management or leasing processes is a plus, but not required
• Able to solve complex problems and provide real time solutions to our customers

Knowledge Management

• Leverage Progress Residential's knowledge-centered support system to improve support delivery and resolution times
• Participate in training and development opportunities to improve knowledge and skills
• Maintain up-to-date knowledge of Progress Residential's products and services
• Collaborate with cross-functional teams to provide input and feedback on customer needs and pain points
• Contribute to a positive team culture that values collaboration, feedback, and continuous improvement

Qualifications

• 2 years of experience in a customer support role within a call center environment
• Excellent communication skills, with the ability to explain technical information in a clear and concise manner
• A positive attitude and willingness to learn and adapt to new situations
• Familiarity with Salesforce or similar CRM tools is a plus, but not required
• Able to work onsite in a team environment