Senior Service Coordination Lead

Progress Residential, L.P.; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation with bonuses

Comprehensive benefits package

Generous time off and holidays

Ongoing learning and development

Culture that celebrates you

Job summary

Progress Residential, L.P. in the Tempe area is seeking a proactive Supervisor Service Coordination to lead a team of Resident Service Coordinators.

You will oversee day-to-day resident inquiries, cases, and work order coordination for single-family rental properties, coaching staff and ensuring high service levels. You'll partner with vendors and market leadership to keep work orders moving, monitor SLA performance, and drive process improvements while maintaining a resident-focused approach

Qualifications

• High school diploma or GED required; Associate's degree preferred.
• 3 years of experience in property management, maintenance, or call center environment.
• Prior experience coaching, training, or leading others preferred.
• Excellent verbal and written communication skills.
• 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.
• Escalation point for unresolved resident concerns and de-escalation.
• Exercise sound judgement and autonomy in resolving customer concerns within guidelines.
• Ensures resident follow-up is documented to maintain transparency across departments.
• Monitors the service case queue and work order pipeline to ensure SLA adherence.
• Manages work order scheduling, rescheduling, and ensures timely completion of orders.

Skills

Verbal communication

Written communication

Leadership

Conflict resolution

Education

High school diploma or GED

Associate's degree (preferred)

Tools

MS Office

Outlook

Internet applications

Job description

Progress Residential, L.P. in the Tempe area is seeking a proactive Supervisor Service Coordination to lead a team of Resident Service Coordinators.

You will oversee day-to-day resident inquiries, cases, and work order coordination for single-family rental properties, coaching staff and ensuring high service levels. You'll partner with vendors and market leadership to keep work orders moving, monitor SLA performance, and drive process improvements while maintaining a resident-focused approach