Supervisor Retention

Position Summary

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.

Essential Functions

• 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.
• Affords quality control and coaching.
• Supervises team/team leads, sets goals and holds people accountable for results.
• Ensures that employees all have goals and receive regular feedback on their performance.
• Ensures team adheres to all Progress policies and procedures.

Qualifications

• 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.

Closing Statement

This brief 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.