Resolution Specialist

Location: Charleston Maymont Homes, a Brookfield division, is building a high‑performance team to transform the single‑family rental experience. This role supports our mission of putting people and communities at the heart of everything we do. Position Summary The Resolution Specialist manages and resolves resident concerns while balancing company advocacy and customer experience. This role serves as a key liaison between residents and internal teams, driving timely issue resolution, enhancing customer satisfaction, and protecting brand reputation. Essential Job Functions Functional Responsibilities Respond to resident inquiries and concerns with professionalism, empathy, and urgency. De‑escalate complex or sensitive situations while preserving customer relationships. Evaluate concerns using active listening and sound judgment to determine appropriate resolutions. Respond to public customer reviews (e.g., Google, Yelp, Trustpilot) in a professional manner. Operational / Departmental Support Manage resolution tickets, track case progress, and ensure timely follow‑up. Collaborate with cross‑functional teams to resolve escalated issues accurately and efficiently. Identify recurring issues and raise trends to leadership. Support survey initiatives through data collection, organization, and reporting. Compliance & Risk Management Ensure adherence to applicable federal, state, and local regulations, including Fair Housing laws. Maintain accurate documentation of resident interactions and resolutions. Identify and escalate compliance risks or concerns. Financial / Performance Accountability Support customer retention and satisfaction goals. Contribute to operational efficiency by resolving issues within established timelines. Minimize risk through accurate and compliant issue handling. Leadership / Collaboration Collaborate cross‑functionally to resolve resident concerns and improve processes. Maintain a professional, solutions‑oriented approach in all interactions. Promote company values and a positive customer experience. Additional Responsibilities Perform other duties as assigned to support business objectives. Performance Expectations & Key Metrics Timeliness and quality of responses and resolutions. Customer satisfaction and survey results. Compliance adherence and documentation accuracy. Productivity and case management effectiveness. Department Specific KPI’s Acknowledge and initiate resident contact within 24 hours of issue receipt. Maintain a quality assurance score of 90% or higher. Resolve cases within established timelines, when possible, within 24 hours. Complete survey analysis and reporting by the 20th of each month. Contribute to improved customer satisfaction scores. Required Qualifications Education: High school diploma or equivalent required. Experience: 2+ years in a high‑volume contact center or customer service environment. Skills & Competencies: Strong written and verbal communication skills. Proven de‑escalation and problem‑solving abilities. Ability to remain calm and professional under pressure. Strong organizational skills and attention to detail. Ability to work independently and collaboratively. Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint). Ability to manage multiple priorities in a fast‑paced environment. Preferred Qualifications Familiarity with fair housing laws and local real‑estate regulations. Experience in property management or real‑estate environment. Experience working in a data‑driven, performance‑based environment. Why work for Maymont Homes? Maymont Homes is committed to delivering an exceptional single‑family rental experience shaped by innovation, quality, and genuine care. Certified Great Place to Work® – culture of trust, collaboration, and belonging. Outstanding benefits: 5% 401(k) match, wellness credits, and up to 160 hours of PTO annually for full‑time employees. Career growth opportunities with a rapidly expanding portfolio of 20,000 homes and 25+ build‑to‑rent communities. Stable support from Brookfield Asset Management, one of the largest real‑estate asset managers. Equal Opportunity Employer Minorities Religion Sex Protected Veterans Disability Sexual Orientation Gender Identity Marital Status Pregnancy Age National Origin Genetic Information #J-18808-Ljbffr