Location

Charleston - 997 Morrison Drive, Suite 402

Business

We are a leader in the single-family rental (SFR) Aggregation space with over 10,000 homes across the Southeast and Midwest. Maymont Homes was founded in 2011 to bring technology to the single-family rental space. Over the years we have become a full-service acquisition, renovation, and property management company growing throughout the South and Midwest. By the application of efficient processes enabled by advanced software, our company can provide clean, safe, affordable housing to thousands of people. We strive to offer better living opportunities for individual families, which ultimately improve the lives in the communities we serve!

Job Description

Job Title: Resolution Specialist  

Reports to: Resolution Manager                        

Primary Responsibilities: The Resolution Specialist is trusted to operate in an advocative manner for the company while balancing the customer experience in written and verbal communications, the internal member must possess poise under pressure, resilience in iterative circumstances and exemplary communication with internal and external customers.

Skills & Competencies:

Minimum 2 years' experience in a contact center environment dealing with high call volume. Excellent communication skills, both written and verbalStrong problem solving and de-escalation abilitiesAbility to remain calm and composed under pressure.Ability to work independently and part of a teamStrong organization skills and attention to detailKnowledge of fair housing and local real estate laws, a plus. Intermediate knowledge of Word, Excel, and PowerPoint; advanced preferred  Proven results-oriented attitude and persistent when faced with obstacles. Demonstrated customer service skills in a fast-paced environment Ability to thrive in a high volume, data entry, and processing work environment Experience adhering to a specific work schedule environment, including in-office operation, weekends, and holidays, based on business needs.  

Essential Job Functions:

Act as an advocate for the company whole maintaining a positive customer experience in both written and verbal communicationsHandle customer inquiries and complaints with poise under pressure and resilience.Use exemplary communication skills to interact with internal and external customersDe-escalate challenging situations effectivelyUtilize active listening skills to understand customer concerns and determine the best course of actionAchieve timely resolution of issues by using discernment and practical problem solving skillsCollaborate with other departments to ensure smooth escalation proceduresIncrease customer satisfaction through qualitative customer service practicesAnticipate potential outcomes and proactively address challengesManage daily activities related to customer resolutions, including ticket management and follow up with customers.Respond to Google, Yelp, Trustpilot reviews in designated time period.Assist with collecting data, organizing, research and distribution for surveysConduct yourself courteously and professionally at all times. Other duties, as assigned by the supervisor or leadership team

Key Metrics & Responsibilities

Acknowledge and initiate contact with residents within 24 hours of receiving an issue, aiming to resolve it within the same timeframe.Support survey analysis and ensure completion by the 20th day of each month.Maintain a quality score of 90% or higher

Physical Requirements

Capable of working extended hours, including evenings, weekends, and holidays as necessary. Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed. Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, including exchanging and receiving information over the telephone. Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying, and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary. Must be able to interact with all types of individuals, be mentally alert, detail-oriented, and with good reasoning skills. Must be able to work in small and confined spaces for extended periods. Must have finger dexterity for typing/using a keyboard

Environmental Requirements

Must be able to work on more than one assignment at a time with frequent interruptions, changes, and delays. Must remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns. Must be able to work effectively and cheerfully in an environment that may be stressful due to adversarial situations resulting from the proper performance of duties. Must be able to work in the office as regularly scheduled 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DISCLAIMER:  This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

Why work for Maymont Homes ​?

Our Mission – “We Positively Impact the Lives in the Communities We Serve”. We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!

Outstanding benefits package – our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees.

Huge parent company – support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.

Career growth – with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.

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