Resolution Specialist

Location

Charleston - 997 Morrison Drive, Suite 402

Business

Our Growth, Your Opportunity

At Maymont Homes, our success starts with people, our residents and our team. We are transforming the single-family rental experience through innovation, quality, and genuine care. With more than 20,000 homes across 47+ markets, 25+ build-to-rent communities, and continued expansion on the horizon, we are more than a leader in the industry-we are a company that puts people and communities at the heart of everything we do.

As part of Brookfield, Maymont Homes is growing quickly and making a lasting impact. We are also proud to be Certified™ by Great Place to Work®, a recognition based entirely on feedback from our employees. This honor reflects the culture of trust, collaboration, and belonging that makes Maymont a place where people thrive.

Join a purpose-driven team where your work creates opportunity, sparks innovation, and helps families across the country feel truly at home.

Job Description

Position Summary

The Resolution Specialist is responsible for managing and resolving resident concerns while maintaining a balance between company advocacy and a positive customer experience. This position serves as a key liaison between residents and internal teams, ensuring timely and effective issue resolution. The role contributes to overall customer satisfaction, brand reputation, and operational efficiency by addressing escalations and identifying trends. The role requires strong communication skills, emotional intelligence, and the ability to manage high-pressure situations.

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 escalate 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:

Performance will be evaluated based on measurable outcomes aligned with company and departmental goals. Metrics may include:

• 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 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 of experience 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?

Our Mission - "We Positively Impact the Lives in the Communities We Serve." Every role contributes to this purpose, helping families find a place to call home while making a difference in the communities we support.

Certified Great Place to Work® - Our people make us who we are. This certification celebrates the values and culture that fuel collaboration, innovation, and care.

Outstanding Benefits - Backed by Brookfield, our benefits include a 5% 401(k) match, wellness credits that reduce healthcare costs, and up to 160 hours of PTO annually for full-time employees.

Career Growth - With continued expansion planned for Maymont, you'll find meaningful opportunities to grow your skills, advance your career, and make an impact.

Strong Foundation - As part of Brookfield Asset Management, one of the world's largest real estate asset managers, we have the stability, resources, and vision to keep growing.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #MYMT