Lead, Resident Service Coordination

Progress Residential PM Holdings, LLC; Tempe (AZ); On-site; USD 65,000 - 85,000; Full time

Job summary

Progress Residential is seeking a Supervisor Service Coordination to lead a team of Resident Service Coordinators, overseeing resident inquiries, cases, and work order coordination for single-family rental properties. You will coach staff, escalate issues, and partner with vendors and market leadership to ensure timely, high-quality work orders while maintaining a resident-first approach.

This on-site role in Tempe, AZ requires a high school diploma, leadership experience, and strong

Qualifications

• High school diploma or GED is required.
• 3 years of experience in property management, maintenance, or a call center environment.
• Prior experience coaching, training, or leading others is preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and conflict-resolution skills.
• Familiarity with call center or maintenance metrics, reporting, and dashboards.
• Valid Driver's License required.
• Bilingual (Spanish) a plus.
• Ability to work a flexible schedule, including weekends.

Responsibilities

• Supervises and coaches a team of Service Coordinators handling resident calls, emails, and cases from intake through resolution.
• Serves as the escalation point for unresolved resident concerns, providing accurate information and de-escalating high-priority issues.
• Exercise sound judgement in resolving customer concerns within company guidelines to provide the best possible experience.
• Ensures resident follow-up is documented in systems to maintain transparency across departments.
• Monitors the service case queue and work order pipeline to ensure requests are assigned, tracked, and resolved within SLA.
• Manages work order scheduling, rescheduling, and coordinates all necessary work orders in the service request system.
• Assists in onboarding and training new coordinators on process, systems, and best practices.
• Partners with vendors, technicians, and market leadership to confirm timely, high-quality completion of work orders.
• Identifies trends in case volume and recommends process improvements to streamline operations.
• Escalates unresolved or high-risk issues to the Manager Service Coordination.

Education

High school diploma or GED

Associate's degree

Job description

Progress Residential is seeking a Supervisor Service Coordination to lead a team of Resident Service Coordinators, overseeing resident inquiries, cases, and work order coordination for single-family rental properties. You will coach staff, escalate issues, and partner with vendors and market leadership to ensure timely, high-quality work orders while maintaining a resident-first approach.

This on-site role in Tempe, AZ requires a high school diploma, leadership experience, and strong