Senior Sales Support Specialist

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.

• 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, Rent Cafe, and related systems to manage inquiries, activity, reporting, and follow-up.

• 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.

• 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.

• 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.

• Experience as a peer lead, trainer, mentor, or subject matter expert.
• Proficiency with Microsoft Office, CRM, Yardi, Rent Cafe, Zendesk, and related systems.
• Experience with centralized sales, defined KPIs, Casey or other AI-enabled workflows, process documentation, or improvement initiatives.

• 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…