What are the responsibilities and job description for the Resident Resolutions Specialist position at Amherst Holdings?
The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed. Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors. Today Amherst has over 1000 employees and $14.1 billion in assets under management.
Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S. The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team. In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending. Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.
Specialist, Resident Resolutions – Heredia, Costa Rica
The Resident Resolution Specialist (RRS) will act as an information tracking and reporting source for our escalations and ensure the issues are researched and tracked to provide quick resolution and detailed and comprehensive tracking and reporting.
A day in the life of a Residents Resolutions Specialist
Review and track escalated issues received regarding BBB complaints, Legal Involved Escalations, Early Termination Requests, Concession Reviews, Escalations received from Senior Leadership and Relocations. As an RRS Agent you will maintain ownership of such tasks until completely resolved.
- Effectively communicate with the residents from the time MSR is notified of an escalated issue until resolved. First Communication should be within 24 hours of receipt. Communication with the resident should be maintained on a daily basis (IE: Calls, SMS or Email communication) if there are new updates to ensure that they are kept up to date. If there are no new updates, contact is to be made every 48 hours.
- Monthly escalation reporting preparation and submission.
- Place outbound calls to all new escalations as the first method of contact to obtain missing details or documentation.
- The RRS Agent will collaborate with internal and external teams to ensure a resolution is provided to the resident.
- Utilize appropriate systems to gain information and record activities.
- Ability to work in a structured environment with a diverse workforce.
- Performs other related duties as needed or assigned.
What you’ll need to have:
HS diploma or equivalent required; bachelor’s degree is a plus.
- At least 2 years of call center 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.
- Ability to learn and navigate new software quickly.
Just a few other things you should know:
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.
- No travel is anticipated for this position.
At Amherst, we believe that our teammates are the foundation of our success. Come join our Amherst family where we work smarter, work harder, and are passionate about what we do.
Our full-time employee benefits include:
- A competitive and comprehensive benefits package.
