Escalation Specialist
Evergreen Residential•Charlotte, NC
•Onsite
About The Position
Evergreen Residential is seeking an Escalation Specialist to support our Senior Compliance Specialist. This role will work closely with our property management, maintenance, and legal teams to ensure the company remains compliant with local, state, and federal guidelines. The Escalation Specialist will act as an information tracking and reporting source for escalations, ensuring issues are researched and managed to resolution in collaboration with maintenance, leasing, and legal teams. This is an office-based position in Charlotte, NC.
Requirements
- HS diploma or equivalent required
- At least 2 years of call center, maintenance experience or real estate industry experience.
- Strong organizational, administrative, and time management skills.
- Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
- Must possess a professional and friendly attitude while being able to quickly develop a rapport with customers over the phone.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Consistently demonstrate integrity and strong ethical standards.
- Proficiency with the Microsoft suite of products: Word, Excel, PowerPoint and Outlook.
Nice To Haves
- Bachelor's degree is a plus.
- Experience in change management and process improvement initiatives is a plus.
Responsibilities
- Review and track escalated issues received regarding BBB complaints, Maintenance and Leasing, Concession Reviews, and third parties such as HOA’s, Insurance Companies and vendors.
- Maintain ownership of tasks until they are completely resolved.
- Effectively communicate with internal and external contacts.
- Follow up on open escalations every 2 business days until resolution and document the Zendesk ticket with each contact/contact attempt.
- Utilize appropriate systems to gain information, create timelines and provide suggested resolution to the SVP of Compliance.
- Prepare and submit monthly escalation reports.
- Conduct effective research and data collection, management, and analysis.
Benefits
- flexible, empowering culture
- competitive compensation and benefits
- opportunity to work with and learn from industry pioneers and experts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
