Specialist, Resident Resolutions

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.

The Resident Resolution Specialist will act as a key point of contact for tracking, researching, and resolving escalated resident concerns while ensuring comprehensive reporting and documentation. This role requires strong analytical and problem-solving skills, as well as the ability to work in a fast-paced environment where attention to detail and proactive resolution are essential.

Key Responsibilities:

·         Ensure timely and proactive communication with residents from the moment an escalated issue is received until it is resolved. Communication should be maintained daily via calls, SMS, or email to keep residents informed.

·         Analyze complex cases and collaborate with internal teams (such as Maintenance, Legal, and Leasing) and external teams (vendors, contractors, or legal representatives) to provide an effective resolution.

·         Conduct outbound calls for all new maintenance-related escalations as the first method of contact to obtain missing details or supporting documentation.

·         Accurately document all activities, actions, and resolutions in Salesforce and other internal tracking systems to ensure consistency and compliance.

·         Ensure compliance with internal guidelines and response time requirements for escalated cases.

·         Multitask and prioritize effectively, balancing administrative responsibilities with direct resident engagement.

·         Perform other related duties as assigned, ensuring flexibility in adapting to evolving business needs.

What You’ll Need to Have:

·         HS diploma or equivalent required; bachelor’s degree is a plus.

·         At least 2 years of call center, customer service, or escalation resolution experience.

·         Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.) is required.

·         Salesforce experience is preferred but not required.

·         Strong conflict resolution skills with the ability to remain professional and empathetic while handling difficult situations.

·         Excellent written and verbal communication skills, with the ability to draft clear and professional emails.

·         Strong organizational, administrative, and time management skills.

·         Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.

·         Ability to work in a structured environment with a diverse workforce.

·         Self-motivated with a strong work ethic, able to effectively manage multiple priorities and adapt to change in a fast-paced business environment.

·         Ability to learn and navigate new software quickly while maintaining a high level of accuracy.

·         Weekend availability is a plus.

Just a Few Other Things You Should Know:

This job description is not designed to be all-inclusive. Duties, responsibilities, and activities may change at any time with or without notice.

This job operates in a professional office environment, using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

The physical demands of this role are largely sedentary, though some filing may be required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

No travel is anticipated for this position.