Senior Centralized Support Specialist

Position Summary

The Senior Centralized Support Specialist is a subject-matter expert and day-to-day resource for the Centralized Services Team, supporting the operational success of Billingsley's multifamily communities while helping ensure consistent execution across the portfolio.

In addition to performing the core responsibilities of a Centralized Support Specialist, this role provides leadership, training, quality oversight, and process expertise for the team. The Senior CSS serves as a go-to resource for complex workflows, reinforces Standard Operating Procedures (SOPs), identifies opportunities for process improvement, and helps compile operational trends, findings, and recommendations for leadership.

Key Responsibilities

Operational & Process Expertise

• Maintain expert-level knowledge of centralized workflows, company policies, SOPs, Fair Housing requirements, and Billingsley Standards of Excellence.
• Perform and support centralized property operations, including applications, lease documentation, renewals, move-ins, notices to vacate, move-outs and Final Account Statements, resident account support, delinquency follow-up, collections, audits, and resident communications.
• Serve as an escalation resource for complex or exception-based transactions and assist the team in resolving process, system, and resident-account questions accurately and timely.
• Regularly review workflows and team practices to identify inconsistencies, bottlenecks, rework, automation opportunities, and areas for standardization or efficiency.
• Partner with AI technologies to create efficient, streamlined processes.

Team Leadership, Training & Quality

• Act as a go-to resource and positive day-to-day leader for Centralized Support Specialists, modeling strong judgment, accountability, urgency, and customer experience.
• Support onboarding, cross-training, refresher training, and ongoing skill development; help maintain training materials, job aids, and process documentation.
• Conduct quality reviews and spot checks as assigned, provide coaching and feedback, and escalate recurring performance or process concerns to the Manager of Property Centralization.
• Provide coverage and workload support across communities during absences, volume spikes, transitions, or new process rollouts.

Process Improvement & Leadership Reporting

• Partner with the Manager of Property Centralization to maintain, update, and improve SOPs and centralized playbooks as systems, policies, and responsibilities evolve.
• Track recurring questions, errors, exceptions, service gaps, and operational trends; compile findings and recommendations in a clear, leadership-ready format.
• Support implementation of new centralized initiatives, pilots, technology, AI tools, and process changes, including communicating updates and reinforcing adoption across the team.
• Collaborate with onsite and regional leaders to ensure centralized processes support community needs while maintaining portfolio-wide consistency.

Job Qualifications

• High School Diploma or equivalent required; college degree preferred.
• Minimum 3 years of multifamily property management, centralized operations, resident services, or related experience preferred.
• Advanced understanding of property management workflows, resident account processes, and centralized support operations.
• Demonstrated ability to train, coach, influence, and support peers; prior lead or senior-level experience preferred.
• Strong analytical, problem-solving, organizational, and communication skills with exceptional attention to detail.
• Ability to interpret policies and procedures, make sound decisions, manage multiple priorities, and communicate findings to leadership.
• Proficiency with Microsoft Office required; experience with OneSite, CRM platforms, AI tools, or other property management technology preferred.