ServiceTechnicalCaseManager

**Your career has a home here.** Ready to make an impact with a dynamic, forward-thinking company? As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®. **Why join Progress?** As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful. **Want to learn more?** Text “ProgressJobs” to 25000 to chat with Kate, our AI Recruiting Assistant. She can help you explore open roles, apply, and answer your questions in real time. **_Position Summary:_** The Service Technical Case Manager is a member of the National Technical Teams. This position is responsible for screening all newly created resident service request for proper categorization, priority, warranty status/capture, repeat issue identification/escalation, resident chargeback likelihood, remote resolution opportunity and assigning to preferred resource for completion. The Service Technical Case Manager is a key contributor to several KPIs including resident satisfaction, reduction in resident escalations, service timelines and service costs. In conjunction with the National Manager(s) this position will execute a pre-assignment vetting strategy to drive consistent and satisfactory outcome of resident service request, while lowering service cost and raising resident satisfaction. The Service Technical Case Manager is also responsible for supporting other National Technical Teams roles and functions as assigned. **_Essential Functions:_** * Review and recategorize all newly created service requests for historical service date, potential warranty asset, technical trade accuracy and va