Progress Residential
Location
Tempe, AZ | United States
Job description
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
Employment with Progress Residential is conditional on a satisfactory background and drug screen.
Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.
Position Summary:
The role will have the responsibility of implementing the utilization of Knowledge-Centered Service (KCS) methodology within the national support organization through onboarding new representatives monitoring core practices and providing ongoing training. The Knowledge Management Specialist will be the tip of the spear in creating a culture of transforming our support teams into proactive knowledge workers. The role will train new and existing support staff on KCS methodology and how it is implemented at Progress Residential. Successful candidates will build relationships across support services supervisory roles and the quality assurance department to assist in ensuring the ongoing success for managing content and usability. The Knowledge Management Specialist will ultimately aim to fast-track the path to case resolution at the representative level by providing insights, ongoing feedback, and recognition that will upskill our overall service capabilities.
Essential Functions:
Ensuring ongoing success of the KCS program through reviewing content suggestions, providing quality feedback to knowledge workers, monitoring key performance indicators to ensure proper maintenance of the program.
Creating a culture of knowledge sharing, by working with supervisors and QA teams to establish Knowledge Management feedback and calibration sessions that share challenges and best practices to ensure consistency in the customer experience.
The Knowledge Management Specialist will have intimate knowledge of performance KPIs and will work with leadership to determine tactical areas for improvement including execution and monitoring.
Developing, implementing, and continuous improving the onboarding of new stakeholders on Knowledge-Centered Service (KCS) core processes and practices.
Creating and delivering internal feedback and communication on platform enhancements and improvements.
Collaborating with leadership and QA to establish, maintain and deliver ongoing feedback of the KCS core processes and practices.
Providing knowledge workers with continuous visibility to the impact of their contributions.
Qualifications:
As the successful candidate, you will have previous experience in a KCS environment using the Salesforce Lightning Knowledge platform.
You will be a self-motivated individual, able to work autonomously and cross-functionally, with great time-management skills
You will be willing and able to work in a busy, dynamic environment, as part of a global team to deliver customer excellence and success
Strong bias for action: A track record of autonomy, leadership and self-direction
Can identify a problem, propose a solution, and make it happen
3+ years Customer Support or Operations experience
KCS v6 Certification (preferred)
Salesforce Lightning experience preferred
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
Closing Statement:
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.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.
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