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Resident Success Specialist
Maymont Homes
Primary contact ensuring resident success in Rent‑To‑Own program and managing portfolio metrics.
6d ago
Junior (1-3 years), Expert & Leadership (13+ years), Intermediate (4-7 years)
Full Time
Charleston, SC
Hybrid
Company Size
50 Employees
Service Specialisms
Acquisition
Renovation
Property Management
Maintenance Services
Housing Development
Sector Specialisms
Residential
Role
What you would be doing
software updates
process optimization
customer support
team training
project management
resident advocacy
- Build and maintain strong relationships with residents to ensure their success in the Divvy Program.
- Keep all software and ticketing systems up to date as it relates to tenant workflows
- Build out and streamline processes and procedures relative to the Resident Success role, while working towards company goals and KPIs
- Respond to customer inquiries via Phone, SMS, and Email with urgency and professionalism.
- Serve as a support in training and assisting offshore team members to perform their job duties
- Be the primary point of contact for Divvy residents within your dedicated portfolio.
- Manage and prioritize timelines for projects, ensuring they are met with an appropriate level of urgency to accomplish team goals, SLAs and KPIs
- 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.
What you bring
fair housing
office suite
technical aptitude
associate degree
customer service
2+ years
- Knowledge in fair housing and local real estate laws, where applicable.
- Intermediate knowledge of apps and general software to work independently in the field with software
- Intermediate knowledge of Word, Excel and PowerPoint; advanced preferred
- Own individual portfolio metrics including delinquency, lease renewal, and buyback rates.
- Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed.
- Must have finger dexterity for typing/using a keyboard.
- 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.
- Technical aptitude and ability to explain complex scenarios via phone and email
- Reliable transportation to meet schedule work environment
- 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.
- CSAT Phone: 4.25/5 Stars
- 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.
- High School degree, Associates Degree or equivalent work experience required.
- Demonstrated ability to work independently and as a team
- Demonstrated strong written and verbal communication skills
- Detail oriented, with the ability to produce high quality work in a deadline-oriented environment and an ability to multi-task
- Demonstrated customer service skills in fast paced environment
- 2+ years experience in a customer facing role, preferably SFR, real estate or finance.
- Must be able to work efficiently and effectively in a remote and on-site manner, as regularly scheduled.
- Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
- 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.
- Ability to thrive in a high volume, data entry and processing work environment, where applicable
- Must be able to work in small and confined spaces for extended periods of time.
- 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.
- Ability to prove critical thinking, problem solving concepts and exceptional attention to detail
- Fully Resolved Ticket: Avg 48 Hours
- Ticket First Response: Avg 2 Hours
- Delinquency Rate: 96.5% Rent Collected Monthly
- Renewal Rate: 80%+ Eligible Renewal Rate (Excludes DNR and Inelgible Leases)
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Interview process
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Company
Overview
- They started with a vision to provide well-crafted homes that offer both comfort and style.
- The company has consistently grown, gaining recognition for its innovative approach in residential construction.
- With a focus on quality, they have built a reputation for designing homes that balance modern design with functionality.
- They specialize in offering personalized solutions that cater to individual tastes and needs, ensuring a unique home experience.
- One standout feature is their commitment to incorporating advanced construction technologies to enhance efficiency and sustainability.
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