Location
Charleston - 997 Morrison Drive, Suite 402
Business
Our Growth, Your Opportunity
At Maymont Homes, our success starts with people, our residents and our team. We are transforming the single-family rental experience through innovation, quality, and genuine care. With more than 20,000 homes across 47+ markets, 25+ build-to-rent communities, and continued expansion on the horizon, we are more than a leader in the industry—we are a company that puts people and communities at the heart of everything we do.
As part of Brookfield, Maymont Homes is growing quickly and making a lasting impact. We are also proud to be Certified™ by Great Place to Work®, a recognition based entirely on feedback from our employees. This honor reflects the culture of trust, collaboration, and belonging that makes Maymont a place where people thrive.
Join a purpose-driven team where your work creates opportunity, sparks innovation, and helps families across the country feel truly at home.
The Resolution Specialist is responsible for managing and resolving resident concerns while maintaining a balance between company advocacy and a positive customer experience. This position serves as a key liaison between residents and internal teams, ensuring timely and effective issue resolution. The role contributes to overall customer satisfaction, brand reputation, and operational efficiency by addressing escalations and identifying trends. The role requires strong communication skills, emotional intelligence, and the ability to manage high-pressure situations.
Respond to resident inquiries and concerns with professionalism, empathy, and urgency
De-escalate complex or sensitive situations while preserving customer relationships
Evaluate concerns using active listening and sound judgment to determine appropriate resolutions
Respond to public customer reviews (e.g., Google, Yelp, Trustpilot) in a professional manner
Manage resolution tickets, track case progress, and ensure timely follow-up
Collaborate with cross-functional teams to resolve escalated issues accurately and efficiently
Identify recurring issues and escalate trends to leadership
Support survey initiatives through data collection, organization, and reporting
Ensure adherence to applicable federal, state, and local regulations, including Fair Housing laws
Maintain accurate documentation of resident interactions and resolutions
Identify and escalate compliance risks or concerns
Support customer retention and satisfaction goals
Contribute to operational efficiency by resolving issues within established timelines
Minimize risk through accurate and compliant issue handling
Collaborate cross-functionally to resolve resident concerns and improve processes
Maintain a professional, solutions-oriented approach in all interactions
Promote company values and a positive customer experience
Perform other duties as assigned to support business objectives
Performance Expectations & Key Metrics:
Performance will be evaluated based on measurable outcomes aligned with company and departmental goals. Metrics may include:
Timeliness and quality of responses and resolutions
Customer satisfaction and survey results
Compliance adherence and documentation accuracy
Productivity and case management effectiveness
Department Specific KPI’s:
Acknowledge and initiate resident contact within 24 hours of issue receipt
Maintain quality assurance score of 90% or higher
Resolve cases within established timelines, when possible, within 24 hours
Complete survey analysis and reporting by the 20th of each month
Contribute to improved customer satisfaction scores
Required Qualifications:
High school diploma or equivalent required
2+ years of experience in a high-volume contact center or customer service environment
Skills & Competencies:
Strong written and verbal communication skills
Proven de-escalation and problem-solving abilities
Ability to remain calm and professional under pressure
Strong organizational skills and attention to detail
Ability to work independently and collaboratively
Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint)
Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications:
Familiarity with fair housing laws and local real estate regulations
Experience in property management or real estate environment
Experience working in a data-driven, performance-based environment
Why work for Maymont Homes ?
Our Mission – “We Positively Impact the Lives in the Communities We Serve.” Every role contributes to this purpose, helping families find a place to call home while making a difference in the communities we support.
Certified Great Place to Work® – Our people make us who we are. This certification celebrates the values and culture that fuel collaboration, innovation, and care.
Outstanding Benefits – Backed by Brookfield, our benefits include a 5% 401(k) match, wellness credits that reduce healthcare costs, and up to 160 hours of PTO annually for full-time employees.
Career Growth – With continued expansion planned for Maymont, you’ll find meaningful opportunities to grow your skills, advance your career, and make an impact.
Strong Foundation – As part of Brookfield Asset Management, one of the world’s largest real estate asset managers, we have the stability, resources, and vision to keep growing.
Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #MYMT
Brookfield Properties develops and operates real estate investments on behalf of Brookfield Asset Management — one of the largest alternative asset managers in the world. From office to retail, logistics to multifamily, and hospitality to development, we work across sectors to bring high-quality, sustainable real estate to life around the globe every day.
