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Location

Charleston - 997 Morrison Drive, Suite 402

Business

Our Growth, Your Opportunity

At Maymont Homes, our success starts with putting residents first. We’re expanding to bring clean, safe, attractive, and affordable housing to more families across new markets. With over 20,000 homes, multiple build-to-rent communities, and more on the horizon, we’re not just a leader in the single-family rental space, we’re a company that truly cares about the people and communities we serve.

As a division of Brookfield, Maymont Homes is growing fast and making an impact. Join us to shape a brighter future for our residents while advancing your career with a purpose-driven team.

Job Description

The Resident Success Specialist serves as the primary point of contact for the residents and ensure their success throughout the Rent To Own program. This role is responsible for managing the individual portfolio metrics, handling delicate resident situations and owning resolutions from start to finish.

Skills & Competencies:

+ High School degree, Associates Degree or equivalent work experience required.

+ 2+ years experience in a customer facing role, preferably SFR, real estate or finance.

+ Knowledge in fair housing and local real estate laws, where applicable.

+ Intermediate knowledge of Word, Excel and PowerPoint; advanced preferred

+ Intermediate knowledge of apps and general software to work independently in the field with software

+ Technical aptitude and ability to explain complex scenarios via phone and email

+ Demonstrated strong written and verbal communication skills

+ Demonstrated customer service skills in fast paced environment

+ Detail oriented, with the ability to produce high quality work in a deadline-oriented environment and an ability to multi-task

+ Ability to prove critical thinking, problem solving concepts and exceptional attention to detail

+ Ability to thrive in a high volume, data entry and processing work environment, where applicable

+ Demonstrated ability to work independently and as a team

Essential Job Functions:

+ Be the primary point of contact for Divvy residents within your dedicated portfolio.

+ Serve as a support in training and assisting offshore team members to perform their job duties

+ Build and maintain strong relationships with residents to ensure their success in the Divvy Program.

+ Own individual portfolio metrics including delinquency, lease renewal, and buyback rates.

+ Build out and streamline processes and procedures relative to the Resident Success role, while working towards company goals and KPIs

+ Manage and prioritize timelines for projects, ensuring they are met with an appropriate level of urgency to accomplish team goals, SLAs and KPIs

+ Own the end-to-end resolution of complex resident issues, including ones that require cross-functional support, are time-sensitive, or have been mishandled previously.

+ Handle delicate situations such as evictions, job loss, natural disaster relief, and home maintenance emergencies with empathy, compassion, and professionalism.

+ Advocate for current residents and identify gaps in our service delivery to leadership and various internal teams along with recommendations to improve.

+ Respond to customer inquiries via Phone, SMS, and Email with urgency and professionalism.

+ Keep all software and ticketing systems up to date as it relates to tenant workflows

Key Metrics

+ Delinquency Rate: 96.5% Rent Collected Monthly

+ Renewal Rate: 80%+ Eligible Renewal Rate (Excludes DNR and Inelgible Leases)

+ Voluntary Early Terminations: <12% Annualized

+ CSAT Email: 4/5 Stars

+ CSAT Phone: 4.25/5 Stars

+ Ticket First Response: Avg 2 Hours

+ Fully Resolved Ticket: Avg 48 Hours

Physical Requirements

+ Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed.

+ Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, to include the exchange and receipt of information over the telephone.

+ Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying, and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs, if necessary, to include attic and crawlspace access.

+ Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.

+ Must be able to work in small and confined spaces for extended periods of time.

+ Must have finger dexterity for typing/using a keyboard.

Environmental Requirements

+ Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employees must remain alert to working conditions and aware of safety, health, and environmental concerns.

+ Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.

+ Must be able to work efficiently and effectively in a remote and on-site manner, as regularly scheduled.

+ Reliable transportation to meet schedule work environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

Why work for Maymont Homes ​?

Our Mission – “We Positively Impact the Lives in the Communities We Serve”. We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!

Outstanding benefits package – our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees.

Huge parent company – support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.

Career growth – with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #MYMT

At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 1100 properties and 390 million square feet of real estate across the globe. It’s a feat that wouldn’t be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don’t simply meet the needs of our tenants, residents, and communities — but exceed them, every day.