Ancillary Service Specialist

JOB DESCRIPTION
Job Title: Ancillary Service Specialist
Department: Property Management
Reports To: Director of Transition
FLSA Status: Non-Exempt

Position Summary: Responsible for coordinating and administering ancillary service vendor contracts and programs across the Gallery Residential portfolio, including setting up and closing out services during property transitions, conducting billing audits, supporting program roll-outs, and reporting on vendor performance and renewals. This position works closely with Managing Directors, Transitions, Operations, HR, Regional Managers, onsite teams, and third-party vendors, and requires strong organizational and communication skills to manage multiple vendor relationships and property transitions simultaneously while ensuring a positive onboarding experience for properties. Because we are a growing company, our expectation is that you will execute such tasks as necessary to support the company even if they may fall outside of your defined responsibilities.
Organizational Responsibilities:

• Implementation Support: Execute solutions and frameworks provided by leadership to support journey metrics and drive consistent outcomes.
• Adoption & Onboarding: Support the roll-out and adoption of approved tools and programs, ensuring onboarding is optimized and onsite teams are properly trained and using systems and processes appropriately.
• Organizational Liaison: Serve as a point of contact between properties, vendors, and internal teams to ensure operational needs are communicated and addressed.
• Project Execution: Support and help maintain clear, sequenced plans to ensure successful rollout of initiatives considering various milestones.
• Community Service: Participate in activities outside the normal course of daily business that enhance both the Company and your stature in the marketplace, including industry associations and community involvement.

Essential Duties and Responsibilities:

• Vendor/Contract Management: Manage ancillary service vendor relationships and contracts to ensure compliance, accuracy, and value across the portfolio.
  • Coordinate ancillary setup and dispositions for property transitions
  • Conduct billing audits to ensure accuracy and compliance with vendor contract terms
  • Support implementation of ancillary service programs across the portfolio
  • Prepare reporting and strategy recommendations on vendor performance and upcoming contract renewals
• Ancillary Setup for Transitions: Support properties through the ancillary services setup process during transitions to ensure a smooth and well-communicated rollout.
  • Send welcome letters and informational materials to properties once ancillary services are set up
  • Schedule trainings for onsite teams on new ancillary services and programs
  • Assist with helpdesk tickets related to ancillary services
  • Assist with NetVendor
• Reporting & Coordination: Generate regular reports on vendor performance, program success, and renewals, and partner with Operations, Accounting, HR, Payroll, Regional Managers, and property owners to ensure ancillary services are administered accurately during transitions.
• Operational Excellence: Research, develop, and implement best practices, procedures, and metrics to increase the productivity, efficiency, and reporting capabilities of the ancillary services function.

Work Hours:
This position is scheduled for 40 hours in a regular work week. Hours of operation vary, but typical office hours are from 8:30 am to 5:30 pm Monday through Friday. Must be available to work on additional tasks that may require work on weekends or after hours, and to work onsite and travel for business purposes.
Qualifications:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements 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.
Education/Experience:
College degree preferred. Employment history in property management that demonstrates experience in vendor management, contract administration, or property management operations, and demonstrated knowledge and skills in executing customer service, billing/expense review, and vendor relationship management.
Language & Math Ability:
Demonstrated ability to read, write, and communicate effectively to comprehend vendor contracts, billing documents, and property communications. Demonstrated mathematical skills necessary to add, subtract, multiply, divide, and calculate percentages to complete billing audits, vendor invoices, and fiscal reporting.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, and to deal with problems involving several concrete variables in standardized situations. Demonstrated organizational skills and attention to detail necessary to manage multiple vendor relationships and property transitions simultaneously.
Computer Skills:
Demonstrated proficiency in Internet, word processing, spreadsheet, and database management programs and property management software; experience with NetVendor preferred.
Certificates and Licenses:
Industry certifications are preferred.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Work Environment & Physical Demands:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The employee is regularly required to use hands to finger, type, handle, or feel and talk or hear; frequently required to sit; and occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus, including extended periods viewing computer screens and other electronic equipment. Travel may occasionally be required to visit properties, meet with vendors, or attend educational conferences.