Resident Services Team Lead - Coordination & Escalations

Progress Residential®; Tempe (AZ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Paid time off

Holidays & floating holiday

Training & development

Job summary

Progress Residential is seeking a Supervisor Service Coordination in Tempe, AZ to lead a team of Resident Service Coordinators, coordinate daily resident inquiries and work orders, and ensure service quality. The role collaborates with vendors, technicians, and market leadership to keep work moving and residents informed.

The ideal candidate has 3+ years in property management or a call center, strong coaching skills, and a customer-focused mindset.

Qualifications

• Minimum high school diploma or GED.
• 3 years in property management, maintenance, or a call center.
• Experience coaching or leading others.
• Excellent verbal and written communication.
• Valid driver’s license.
• 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.
• Acts as escalation point for unresolved resident concerns and de-escalates high-priority issues.
• Maintains transparent documentation of follow-ups across systems.
• Monitors queue and pipeline to ensure SLA commitments are met.
• Coordinates work orders, scheduling, and related tasks in the service system.
• Participates in onboarding and training of new coordinators.
• Partner with vendors and market leadership to ensure timely, high-quality work.
• Identify trends and recommend process improvements.
• Escalate unresolved or high-risk issues to the Manager Service Coordination.

Skills

Leadership

Coaching

Communication

Problem-solving

MS Office

Driver's License

Bilingual (Spanish)

Education

High school diploma or GED

Tools

MS Office

Outlook

Internet applications

Job description

Progress Residential is seeking a Supervisor Service Coordination in Tempe, AZ to lead a team of Resident Service Coordinators, coordinate daily resident inquiries and work orders, and ensure service quality. The role collaborates with vendors, technicians, and market leadership to keep work moving and residents informed.

The ideal candidate has 3+ years in property management or a call center, strong coaching skills, and a customer-focused mindset.