Digital Environment Advocacy Specialist

Your career has a home here. Ready to make an impact with a dynamic, forward-thinking company? 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®.

About the Role

The Digital Environment Advocacy Specialist is responsible for the customer journey for all current Progress Customers in the digital environment, including BBB, Facebook, LinkedIn, Instagram, Yelp, and TripAdvisor comments and reviews. The candidate will model the Customer Advocacy pillars of compassion, tone, emotional congruency, and branding across teams and functions. This role involves problem-solving and collaborating with teammates to resolve issues using Progress Residential best practices. The specialist will manage customer case tracking from the initial digital experience to resolution, ensuring customer satisfaction through effective communication and follow-up.

Responsibilities

• Provide customer service by delivering a positive, friendly, and professional experience in the digital environment.
• Display behavior to increase trust with customers.
• Track appropriate response and resolution times.
• Monitor all customer inquiries and complaints, assisting in effective resolution.
• Research and resolve customer complaints.
• Gather information from various resources and coordinate with stakeholders to resolve customer concerns.
• Resolve customer concerns in a timely manner with the highest quality.
• Communicate daily, weekly, and monthly metrics and trends as outlined for the department and team.
• Assist in special projects or assignments as needed by the business.
• Document, detail, and save updates and responses in Salesforce.
• Escalate findings to the next level of management as applicable.
• Provide summaries to leadership to aid in executing customer satisfaction.

Requirements

• Experience in AI search technology such as Yext and Birdeye is required.
• Salesforce experience required.
• Demonstrated proficiency with MS Office, including Excel, Word, and PowerPoint.
• Excellent customer service skills and a customer service mindset.
• Ability and willingness to learn new skills.
• Excellent communication skills with both internal and external customers.
• Fosters teamwork and mutual respect throughout the company.
• Demonstrated experience in de-escalation and resolution-focused communication.
• Strong passion for serving and understanding customers.
• Experience with property management is a plus.
• Knowledge of Yardi.
• Superb accuracy and attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Adaptable to feedback and requested changes.
• Excellent interpersonal skills; genuinely friendly and approachable.
• Ability to work a flexible shift and hours, including weekends.
• High School graduate required; Associate degree preferred.
• Able to work quickly and efficiently to maintain response times.
• Able to listen effectively, find the root cause of issues, and communicate clearly.

Benefits

• Competitive compensation, including performance-based bonuses.
• Comprehensive benefits package: medical, dental, vision, parental leave, 401(k) with company match, and more.
• Generous time off: PTO based on tenure, 13 paid holidays, and 1 floating holiday.
• Ongoing learning and development: quarterly summits, town hall meetings, and continuous training.
• A culture that celebrates collaboration, recognition, and fun while doing important work.