Resident Services Team Lead - Property Management

Progress Residential, LLC; Tempe (AZ); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive Compensation

Comprehensive Benefits Package

Generous Time Off

Ongoing Learning and Development

A Culture that Celebrates You

Job summary

Progress Residential is seeking a Supervisor Service Coordination in Tempe, AZ to lead a team of Resident Service Coordinators. You will oversee intake, case handling, and work order coordination from start to finish, coaching staff and escalating complex issues to maintain service levels and quality.

This role collaborates with vendors and market leadership to keep work orders moving, monitors queues and SLA compliance, and supports training and process improvements.

Qualifications

• High school diploma or GED required.
• 3 years of experience in property management, maintenance, or a call center environment.
• Prior experience coaching, training, or leading others preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and conflict-resolution skills.

Responsibilities

• Supervises and coaches a team of Service Coordinators handling resident calls, emails, and cases from intake through resolution.
• Acts as escalation point for unresolved resident concerns with sound judgment.
• Ensures follow-up is documented in systems and SLA targets are met.
• Monitors service case queue and work order pipeline to ensure timely completion.
• Oversees work order scheduling, rescheduling, and coordination of all necessary work orders.
• Partners with vendors, technicians, and market service leadership to ensure timely, high-quality completion of work orders.
• Conducts quality reviews, call and case audits, and performance coaching for direct reports.
• Assists in onboarding and training new coordinators.

Skills

Verbal communication

Written communication

Leadership

Coaching

Conflict resolution

MS Office

Outlook

Problem solving

Education

High school diploma or GED

Associate's degree preferred

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. You will oversee intake, case handling, and work order coordination from start to finish, coaching staff and escalating complex issues to maintain service levels and quality.

This role collaborates with vendors and market leadership to keep work orders moving, monitors queues and SLA compliance, and supports training and process improvements.