Customer Resolution Specialist

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 verbal
• Strong problem solving and de-escalation abilities
• Ability to remain calm and composed under pressure.
• Ability to work independently and part of a team
• Strong organization skills and attention to detail
• Knowledge of fair housing and local real estate laws, is 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 whiole maintaining a positive customer experience in both written and verbal communications
• Handle customer inquiries and complaints with poise under pressure and resilience.
• Use exemplary communication skills to interact with internal and external customers
• De-escalate challenging situations effectively
• Utilize active listening skills to understand customer concerns and determine the best course of action
• Achieve timely resolution of issues by using discernment and practical problem-solving skills
• Collaborate with other departments to ensure smooth escalation procedures
• Increase customer satisfaction through qualitative customer service practices
• Anticipate potential outcomes and proactively address challenges
• Manage 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 surveys
• Conduct 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 20 day of each month.
• Maintain a quality score of 90% or higher

Why Work for Maymont Homes?

At Maymont Homes, our mission is simple yet impactful: “We Positively Impact the Lives in the Communities We Serve.”By joining our team, you become part of a company that makes a meaningful difference every day, both through our work and through company-sponsored volunteer initiatives. Here, you’ll have the opportunity to enrich the communities around you—while advancing your career in a supportive and rewarding environment.

What We Offer:

Comprehensive Benefits Package

Our benefits, provided by Brookfield, are designed with your well-being in mind. With an immediate 5% match on our 401(k) plan, substantial wellness credits that help reduce health care costs, and up to 160 hours of paid time off per year for full-time employees, you’ll enjoy a package that supports both your health and financial goals.

Stability and Support

As part of Brookfield Asset Management—one of the world’s leading real estate asset management companies—you’ll benefit from the resources and stability of a large, financially secure parent company. This strong backing allows us to pursue ambitious growth and development initiatives.

Career Advancement Opportunities

With our ongoing expansion into new markets, there’s ample room for growth and advancement within Maymont Homes. We’re committed to investing in our employees’ careers, providing pathways for professional development and promotion.

Resident-Focused Values

At Maymont Homes, our residents are at the heart of everything we do. We believe that exceptional service fosters lasting resident satisfaction, and our commitment to our residents’ needs drives our everyday operations. This resident-first approach reflects our core values and strengthens the communities we serve.

Join Maymont Homes and be part of a team that’s making a positive impact while enjoying a fulfilling and progressive career path.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person