The Resident Resolution Specialist 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.
· Review and track escalated issues received regarding BBB complaints, Legal Involved Escalations, Early Termination Requests, Concession Reviews, and Relocations. As an RR Agent you will maintain ownership of such tasks until completely resolved.
· Effectively communicate with the residents from the time we are notified of an escalated issue until resolved. Communication with the resident should be maintained on a daily basis (IE: Calls, SMS or Email communication) to ensure that they are kept up to date.
· Monthly escalation reporting preparation and submission.
· Place outbound calls to all new maintenance related escalations as first method of contact to obtain missing details or documentation.
· Collaborate with both internal and external teams to ensure a resolution is provided.
· 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