SUMMARY OF RESPONSIBILITIES

This role will be a lead role that will assist in training/shadowing new team members. Will also assist with coaching team members. Assist with daily reporting, will work weekend shifts with rotational day/s off during the week. Senior Lead will responsible for weekend/after hours supervision of Specialist and will have enhanced responsibilities for application and MLS commission processing. The Senior role will be an additional layer serving as an escalation point of contact. Will also work on special projects as assigned, in addition to mainline specialist duties as needed.

ESSENTIAL DUTIES

• Senior Support Specialist will assist with shadowing new team members/ coaching current team with additional QA coaching when needed
• Provide STATS in Teams Chat and end of day, in manager’s absence
• Senior Support Specialist will provide rotating weekend coverage with day/s off during the week
• Senior Support Specialist will have enhanced responsibilities to their current CSS duties
• Senior Support Specialist will assist with daily application coordination, being the main resource for this activity, allowing Specialist to focus on lead management calls and conversions 

• Senior Support Specialist will be main liaison with Districts on preleasing MIC needs, providing one point of contact for seamless coordinating with our Districts
• KPI's will be adjusted due to additional layer of responsibility
• Senior Support Specialist will be the first point of contact of escalations

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

• Primarily working indoors, office environment.

• Travel: Less than 10%
• Prolonged exposure to computer screens.
• May sit for several hours at a time.
• Repetitive use of hands to operate computers, printers, and copiers.

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma
• Will work to create an environment of service excellence for internal and external customers. 
• Will help to achieve team and department goals by creatively solving prospect concerns by providing resolutions to achieve the highest level of customer satisfaction. 
• Has experience working with teams. 
• Highly organized, dependable and a fast learner. 

• Ability to excel in an in-person office setting.

PREFERRED EDUCATION AND EXPERIENCE 

• Has experience leading highly successful teams. 
• Proficient in EXEL. Powerpoint, Yardi and CRM. Microsoft Teams, Outlook. 
• Preferred to have worked in a structured Call Center environment.

REQUIRED KNOWLEDGE

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Administrative — Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and workplace terminology.

REQUIRED SKILLS

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation — Actively looking for ways to help people.
• Speaking — Talking to others to convey information effectively.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Time Management — Managing one's own time and the time of others.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Negotiation — Bringing others together and trying to reconcile differences.

WORK STYLES & BEHAVIORS

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Speech Clarity — The ability to speak clearly so others can understand you.
• Speech Recognition — The ability to identify and understand the speech of another person.

• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.

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.