Specialist, Resident Resolution

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.