The Resident Resolution Specialist serves as the primary point of contact for managing and resolving escalated resident concerns across multiple lines of business. This role is responsible for conducting detailed case research, collaborating with internal and external stakeholders, and delivering timely, policy-compliant

resolutions while maintaining accurate documentation and a high standard of customer service. The Specialist manages complex resident escalations including habitability concerns, relocations, concessions, early termination requests, Better Business Bureau (BBB) complaints, and other sensitive cases. Success in this role requires strong analytical thinking, sound judgment, attention to detail, excellent communication skills, and the ability to effectively manage multiple priorities in a fast-paced environment.

Key Responsibilities:

· Serve as the primary point of contact for escalated resident concerns, ensuring timely, professional, and consistent communication throughout the resolution process.

· Investigate complex resident situations by reviewing account history, maintenance records, lease documentation, and supporting information to determine appropriate resolutions.

· Evaluate and process requests related to concessions, relocations, early terminations, BBB complaints, and other escalated resident matters in accordance with company policies.

· Coordinate with cross-functional teams including Property Management, Maintenance, Leasing, Legal, Utilities, Security Deposits, and other internal departments to resolve resident concerns.

· Proactively communicate with residents to gather required information, explain available resolution options, and provide timely updates throughout the case lifecycle.

· Maintain detailed documentation of resident interactions, research performed, decisions made, and actions taken within company systems.
· Monitor assigned cases to ensure service level agreements (SLAs) and departmental KPIs are consistently achieved.
· Prioritize multiple active escalations while adapting to changing business needs and operational priorities.
· Identify process improvement opportunities and communicate recommendations to leadership.
· Maintain compliance with departmental SOPs, Work Instructions, and company policies.
· Participate in department meetings, training sessions, quality assurance reviews, and continuous improvement initiatives.

Job Requirements:

Minimum Requirements:

· Bachelor's degree required.

· Minimum two (2) years of experience in customer service, escalation management, call center operations, property management support, or a related field.

· Strong written and verbal communication skills.

· Experience managing multiple priorities simultaneously.

· Strong analytical, organizational, and problem-solving skills.

· Ability to work independently while collaborating effectively with cross-functional teams.

· Proficiency with Microsoft Office (Excel, Outlook, Word).

· Experience using CRM platforms such as Salesforce or similar systems.

· Ability to maintain professionalism while managing difficult conversations and high-risk resident situations.

Preferred Qualifications:

· Experience working with Salesforce.

· Previous experience handling escalated customer complaints or complex case management.

· Knowledge of residential property management or leasing operations.

· Experience reviewing concessions, relocations, or early termination requests.

· Familiarity with BBB complaint resolution processes.

· Experience working with multiple internal departments to resolve operational issues.

· Knowledge of company policies related to resident relations, maintenance, and lease administration