Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces.With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family.
The Sr. Centralized Support Specialist (Sr. CSS) reports directly to the Director of Centralized Sales. This position oversees a team dedicated to providing exceptional customer experiences and maintaining the high standards of the Billingsley Collection. This role ensures that team members embody the company's culture and values, delivering proactive, professional, and customer-focused service. The Sr. CSS plays a critical role in fostering a collaborative environment, monitoring performance, and driving initiatives to enhance customer satisfaction, reputation management, and the overall leasing experience.
Job Responsibilities:
· Lead and mentor the team of Centralized Support Specialists to consistently deliver high-quality customer interactions and exceed performance targets.
· Uphold and promote the Billingsley Collection's culture and values, ensuring alignment with company objectives for customer satisfaction and reputation management.
· Actively monitor team performance through metrics and surveys, stepping in to provide hands-on support, constructive feedback, and targeted coaching whenever opportunities for improvement are identified.
· Demonstrate leadership abilities by answering phone calls and effectively delivering a one touch resolution approach.
· Act as an escalation point for complex resident and prospective resident concerns, offering solutions that demonstrate empathy, integrity, and professionalism.
· Oversee the accurate and timely input of customer interactions and activity into company databases, ensuring compliance with company standards.
· Collaborate with other departments to address operational needs and support cross-functional initiatives.
· Gather and analyze resident and prospective resident feedback to identify trends and recommend improvements to the leasing and customer experience process.
· Perform other related duties as assigned to support the needs of the business and department
Job Qualifications:
· High School diploma or equivalent required; college preferred
· Minimum two years of Sales, Service, or Hospitality Industry experience
· Proficient in Microsoft Office products (Excel, Outlook, Word Etc.)
· Sales background
· Demonstrated diligence in handling tasks and responsibilities with meticulous attention to detail.
· Proven ability to follow through on commitments and deliver results in a timely manner.
· Apply sound common sense in decision-making, problem-solving, and navigating day-to-day challenges.
· Possess strong motivational skills to inspire both individual and team success.
· Demonstrate a goal-driven mindset, consistently striving for excellence and exceeding performance targets.
· Excellent written and verbal communication skills
· Ability to handle multiple tasks and multiple priorities simultaneously
Physical Requirements:
· Prolonged periods standing and walking
· Must be able to lift up to 50 pounds at a time
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