Position Summary :

The Supervisor Customer Onboarding is a member of the Property Operations team and works closely with the Manager and Director of Customer Onboarding to supervise the team responsible for day-to-day property management functions related to new applicant screening and lease administration.

Essential Functions :

Supervises team responsible for facilitating administrative property management functions, including but not limited to, taking in-bound phone calls, processing applications for new residents in a timely and accurate manor, processing credit and criminal checks, completing all ata entry fields in Yardi to complete application process and generating a lease agreement.

Responsible for optimal deployment of customer onboarding personnel and makes recommendations for enhancing the application processes, coverage models, or team configurations in order to maximize application productivity.

Analyzes customer onboarding 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 onboarding.

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 Onboarding Leadership inbox along with Manager for backup.

Assist with quality control and coaching.

Human Resource Management :

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

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 - 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

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

What you can expect from us :

Progress Residential offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm :

In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time.

After all, it’s about progress, not perfection.

We offer competitive compensation, including a performance-based bonus.

Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, k match, paid holidays and much more.

Last updated : 2024-06-18