Job Description

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.

Key Responsibilities

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

·Evaluate complex situations, identify root causes, and develop effective solutions in collaboration with cross-functional teams and external partners as needed.

·Proactively engage with residents to gather necessary information, clarify concerns, and ensure a comprehensive understanding of each case.

·Maintain accurate and detailed records of all interactions, actions taken, and resolutions to ensure transparency and accountability.

·Monitor case progress to ensure timely resolution and adherence to established service standards.

·Prioritize and manage multiple cases simultaneously while maintaining a high level of organization and responsiveness.

·Adapt to changing priorities and business needs while maintaining a focus on delivering quality outcomes.

Qualifications

·High school diploma or equivalent required; bachelor’s degree is a must.

·Minimum of 2 years of experience in customer service, call center operations, or escalation management.

·Strong proficiency in Microsoft Office applications (Word, Excel, Outlook).

·Experience with CRM systems is preferred.

·Excellent verbal and written communication skills with the ability to convey information clearly and professionally.

·Demonstrated ability to manage conflict and navigate challenging conversations with empathy and professionalism.

·Strong organizational and time management skills with the ability to handle multiple priorities effectively.

·Detail-oriented with strong problem-solving and critical-thinking abilities.

·Ability to work independently while also collaborating effectively within a team environment.

Comfortable working in a structured, fast-paced setting with evolving priorities