Senior Sales Support Specialist

Job Description

Job Description

ROLE SUMMARY The Sr. Sales Support Specialist is a senior individual contributor on the Central Sales Team whose primary focus is rehoming Max Rent/Potential Eligible Decline and Prelease applications. The role works proactively with applicants, specialists, underwriting, and business partners to identify viable alternate homes, preserve qualified applications, and improve conversion while supporting daily operations, peer guidance, training, and escalations. The role serves as a Casey workflow subject matter expert, reinforces approved procedures, identifies knowledge gaps, and supports team adoption. It has no direct supervisory authority. KEY RESPONSIBILITIES APPLICATION REHOMING • Manage Max Rent/Potential Eligible Decline and Prelease application rehoming from identification through resolution. • Review applicant needs, qualification parameters, preferred markets, timing, pricing, and available inventory to identify appropriate alternate homes. • Work proactively with applicants, leasing agents, specialists, underwriting, and business partners to present alternatives, resolve barriers, and move applications forward. • Coordinate application transfers, required documentation, approvals, handoffs, and follow-up in accordance with established procedures and Fair Housing requirements. • Maintain timely applicant communication and accurate case notes, statuses, outcomes, and next steps in designated systems. • Track rehoming activity, conversions, aging, barriers, and outcomes; share operational observations and improvement opportunities with leadership. • Support daily workflows, including lead review, follow-up, task completion, call handling, and customer service. • Provide routine peer guidance, onboarding, training, and escalation intake; refer sensitive or management matters to leadership. • Provide reporting, production observations, and operational updates as requested. • Use Zendesk, CRM, Teams, Outlook, Yardi, RentCafe, and related systems to manage inquiries, activity, reporting, and follow-up. POSITION DESCRIPTION • Provide rotating weekend coverage, workflow monitoring, and escalation routing. • Maintain Fair Housing, documentation, communication, scheduling, and policy compliance; support special projects and process improvements as assigned. To perform this role successfully, an individual must be able to carry out each essential duty effectively. The requirements listed below represent the knowledge, skills, and abilities needed for the position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

WORKING CONDITIONS • Office-based hybrid role; remote work and weekend coverage may be assigned based on business needs. • Travel: Less than 10%. • Frequent computer work, prolonged sitting, and repetitive use of office equipment.

REQUIRED EDUCATION AND EXPERIENCE • High school diploma or equivalent. • Experience in sales support, customer service, leasing, call center operations, or a related field. • Strong organization, communication, dependability, judgment, and adaptability. • Ability to work assigned in-office and rotating weekend schedules. PREFERRED EDUCATION AND EXPERIENCE • Experience as a peer lead, trainer, mentor, or subject matter expert. • Proficiency with Microsoft Office, CRM, Yardi, RentCafe, Zendesk, and related systems. • Experience with centralized sales, defined KPIs, Casey or other AI-enabled workflows, process documentation, or improvement initiatives.

REQUIRED KNOWLEDGE • Customer service, lead management, follow-up, escalation, and documentation standards. • CRM, communication, reporting, ticketing, and task-management systems. • Casey workflows, handoffs, issue patterns, knowledge-base feedback, and escalation paths. • Fair Housing, company policies, and clear professional communication.

REQUIRED SKILLS • Active listening, service orientation, and clear verbal and written communication. • Critical thinking, problem solving, sound judgment, and appropriate escalation. • Time management, organization, follow-through, and schedule adherence. • Peer support, Casey workflow guidance, and adaptability to changing systems and priorities.

WORK STYLES & BEHAVIORS • Demonstrates accountability, professionalism, reliability, and ownership. • Maintains a customer-first, solutions-oriented approach and strong attention to detail. • Shows initiative in improving processes and supporting team adoption of new workflows. • Remains composed and professional during high-volume work, escalations, and changing priorities.

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.