Call Center Associate (100% on site) - Tempe

Progress Residential®; Tempe (AZ); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Performance-based bonuses

Medical/dental/vision

13 paid holidays + 1 floating holiday

401(k) with company match

PTO based on tenure

Job summary

Progress Residential® is seeking a Customer Care Associate (In Training) to deliver exceptional support to prospective and current residents. After the 60-day training, you will transition to a Tier 1 role. The position emphasizes clear communication, handling high call volumes, and documenting interactions for timely resolutions.

On-site team collaboration is required, with opportunities to grow in property management knowledge and customer service excellence across our nationwide portfolio.

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.
• Ability to work onsite in a team environment.

Responsibilities

• 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.

Skills

Phone etiquette

Email etiquette

Clear communication

Prioritization

Problem solving

PM knowledge

Tools

Salesforce

Job description

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.

Why join Progress?

As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We're looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

Position Summary

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.

After you successfully complete the 60-day training period you will move into a Customer Care Associate I (Tier 1) role. During your first 60 days of employment, you may not access or utilize paid time off options. In addition, you must successfully pass open note assessments.

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 escape 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
• Ability 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
• Ability 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
• Contribute to the development and maintenance of support documentation and knowledge base articles
• 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
• Ability to work onsite in a team environment

What You Can Expect From Us

• 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.

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.

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

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

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