Escalations Specialist MSRenewal - Austin, TX Escalation Specialist
Austin, TX Main Street Renewal is a private company focused on buying,
renovating, and leasing across the country. We are very passionate about
what we do. We care for each other, our partners, and our customers,
fostering a culture of transparency, trust, and empowerment. We are
determined to work smarter, utilizing great tools and technology to
create an excellent experience for our residents. We are also driven to
work harder and do what it takes to create exceptional outcomes. Our
goal is to provide our residents a great house, easy lease experience,
and attentive service so they can create a home they love. A day in the
life of aEscalation Specialist The Resident Escalation Specialist is
responsible for Main Street Renewals Resident Services escalated
matters. The Resident Escalation Specialist works with both external
resources and internal departments to ensure escalated resident matters
are supported in a timely and professional manner, while balancing
investor expectations. This position will report to the Resident
Services Supervisor. * Primary focus on concession request and
escalation case types * Ability to make decisions independently while
maintaining investor interest during conflict resolution * Must be able
to maintain composer while communicating with residents * Receive
inbound Resident inquiries and maintenance request calls * Place
outbound follow-up calls on maintenance request and defaulted accounts *
When scheduled, Agents will be On Call for emergency after hour coverage
- Ability to interact with our Branch staff members * Utilize
appropriate systems to gain information and record activities * Ability
to work in a structured environment with a diverse workforce * Schedule
and manage maintenance projects What's in it for you? * Collaborative
team environment and the tools needed to be successful in your job *
Exceptional onboarding experience (we want you to succeed in your new
role) * Medical, Dental, and Vision (Pick the plan that works best for
you and the family) * 401K with employer match (We just keep on giving)
- Employee referral program (Get paid for referring your friends) *
Casual dress code environment (Enough Said) What youll need to have * HS
diploma or equivalent required; Bachelors degree is a plus * 2 years of
related experience * Strong organizational, administrative, and time
management skills * Understanding of typical maintenance issues in a
single family home * 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 residents 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 * Ability to learn
and navigate new software quickly * Bilingual proficiency in English,
Spanish is a plus Just a few other things you should know * Please note,
this job description is not designed to cover or contain a comprehensive
listing of activities, duties or responsibilities that are required of
the employee for this job. Duties, responsibilities and activities may
change at any time with or without notice. * This job operates in a
professional office environment. This role routinely uses standard
office equipment such as computers, phones, photocopiers, filing
cabinets and fax machines. * This is largely a sedentary role; however,
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. At Main Street Renewal, we
believe that our teammates are the foundation of our success. Come join
our MSR family where we work smarter, work harder, and are passionate
about what we do! Job Type: Full-time 1 day ago - save job