Resolution Specialist

Brookfield Asset Management•Charleston, SC

1d•Onsite

About The Position

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.

Requirements

High school diploma or equivalent required
2+ years of experience in a high-volume contact center or customer service environment
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

Nice To Haves

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

Responsibilities

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