Digital Environment Advocacy Specialist

Digital Environment Advocacy Specialist

The Digital Environment Advocacy Specialist is responsible for the customer journey for all current Progress customers in the digital environment. The digital environment includes BBB, Facebook, LinkedIn, Instagram, Yelp, TripAdvisor comments, reviews.

The candidate will model the Customer Advocacy pillars of compassion, tone, emotional congruency and branding across teams and functions.

The Digital Environment Advocacy Specialist will be responsible for problem solving and working with teammates to communicate and resolve issues which may arise in the customer experience using appropriate Progress Residential best practices.

This candidate will work closely with the Manager Digital Environment Advocacy and will be responsible for customer case management tracking from the time of customers digital experience to resolution. Identifying and assessing customers' needs to achieve satisfaction. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Responsible for problem solving and working with teammates to communicate and resolve issues which may arise in the customer experience using appropriate Progress Residential best practices.

The candidate must have experience working with customers in a high volume, fast paced environment. The ideal candidate will possess exceptional personal communication, analytic skills, is both process and people minded. Experience in a case management system is required to manage and track experiences through resolution.

The ideal candidate has experience excelling in an environment with minimal supervision and is self-driven. This position is committed to providing a best-in-class experience to our residents, prospects, and vendors (realtors, HOAs, etc.).

Essential Functions:

• Provide customer service by providing a positive, friendly and professional experience in the Digital Environment
• Displays behavior to increase trust with our customers
• Track appropriate response and resolution time
• Monitor all customer inquiries and complaints and assist in effective resolution of same.
• Research/resolve customer complaints
• Gather information from various resources, and interact and coordinate with all necessary stakeholders to successfully resolve customer concerns
• Resolve customer concerns in a timely manner with the highest quality.
• Communicates daily, weekly, and monthly metrics and trends as outlined for the department and team
• Assists in special projects or assignments as needed by the business
• Documents, details, and saves updates and responses in Salesforce.
• Escalates findings to next level of management as applicable
• Provides summaries to leadership to aid in executing customer satisfaction.

Qualifications:

• Experience in AI search technology such as Yext and Birdeye is required.
• Salesforce experience required
• Demonstrated proficiency with MS Office, including Excel, Word, and PowerPoint
• Excellent Customer Service skills, customer service mindset
• Ability and willingness to learn new skills
• Must have excellent communication skills with both internal and external customers
• Fosters teamwork and mutual respect throughout the company
• Demonstrated experience in de-escalation and resolution focused communication
• Has a strong passion for serving and understanding Customers
• Experience with property management a plus
• Knowledge of Yardi
• Superb accuracy and attention to detail
• Ability to prioritize multiple tasks in a fast-paced environment.
• Adaptable to feedback and requested changes
• Excellent interpersonal skills, genuinely friendly, and approachable
• Ability to work a flexible shift and hours including weekends
• High School graduate required; Associate degree preferred
• Able to work quickly and efficiently to maintain response times
• Able to listen effectively, to find the root cause of issues, and communicate clearly

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.