Escalation Specialist

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent ("BTR") sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world's largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously.

We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.

If you are self-motivated and mission driven with a 'can do' mindset and see solutions where others may see problems, come and grow with us!

We are seeking an Escalation Specialist to support our Senior Compliance Specialist, working closely with our property management, maintenance and legal teams. Your remit is to ensure that the company remains compliant in accordance with local, state, and federal guidelines for existing strategies, and documents the same.


The Role: The Escalation Specialist will act as an information tracking and reporting source for our escalations and ensure issues are researched and managed to resolution working with maintenance, leasing and legal.

This is an office-based position based in Charlotte, NC.

This position includes, but is not limited to, the following responsibilities:

• Review and track escalated issues received regarding BBB complaints, Maintenance and Leasing, Concession Reviews, and third parties such as HOA's, Insurance Companies and vendors. The Escalation Specialist will maintain ownership of such tasks until it is completely resolved.
• Effectively communicate with the internal and external contacts.
• Follow up on open escalations every 2 business days until resolution and document the Zendesk ticket with each contact/contact attempt.
• Utilize appropriate systems to gain information, create timelines and provide suggested resolution to the SVP of Compliance.
• Monthly escalation reporting preparation and submission.
• Effective research and data collection, management, and analysis

Qualifications and Experience

• HS diploma or equivalent required; bachelor's degree is a plus.

• At least 2 years of call center, maintenance experience or real estate industry experience.

• Strong organizational, administrative, and time management skills.

• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.

• Must possess a professional and friendly attitude while being able to quickly develop a rapport with customers over the phone.

• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Consistently demonstrate integrity and strong ethical standards
• Proficiency with the Microsoft suite of products: Word, Excel, PowerPoint and Outlook
• Experience in change management and process improvement initiatives is a plus

Please do not rely on compensation estimates for our jobs that are posted on sites other than our direct website as these may be misleading.


About Evergreen Residential

Founded in 2021, Evergreen Residential is a full-service SFR platform leveraging proven operational practices and the latest technological advances to optimize investor returns and achieve positive outcomes for our residents and the communities in which we operate. We offer a full suite of services, including Investment Management, Asset Origination, and Advisory Services. The firm is headquartered in Dallas with offices in New York City.

The leadership team has extensive experience dating back to the early institutionalization of SFR and unrivaled depth of experience in the complete asset life cycle. We are built to withstand changing market conditions, and our business produces resilient, predictable cash flows and margins. We are committed to charting new paths and using data to achieve best-in-class results. Our business is evergreen.

Beyond financial returns, the Company is committed to measurable impact objectives. We believe that inclusive and equitable management, environmentally sustainable long-term strategies, and resident-focused policies are good business - for our residents, our investors, and our team. We are committed to using environmentally sustainable practices and empowering our residents to improve their financial health.

Our cornerstone values - Accountability, Transparency and Partnership - are built on a foundation of Integrity and provide the roadmap for our daily actions, interactions and decisions.

Equal Opportunities and Other Employment Statements

We are deeply committed to building a workplace and community where inclusion is not only valued but prioritized. We take pride in being an equal opportunity employer and seek to create a welcoming environment based on mutual respect, and to recruit, develop and retain the most talented people from a diverse candidate pool. All employment decisions shall be made without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other basis as protected by federal, state, or local law.