Customer Experience Associate

B I R G E & H E L D Investing in Communities to Transform Lives. Supporting 2 Multifamily Communities Elevate on Main and Park 33, South Bend, IN - 588 Position Overview The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This individual is responsible for fostering strong relationships, understanding the unique needs of prospects and residents, addressing day-to-day challenges, and collaborating with cross‑functional teams to ensure seamless operations. They act as the first point of on‑site contact for residents and prospects, representing the company’s commitment to quality and satisfaction. Success will be measured by attainment of predetermined key performance indicators and quarterly goals at the individual and community level. Key Responsibilities Relationship Building with Prospects Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments. Engage proactively with prospects to build strong relationships and create a positive first impression of the company. Assist potential residents by providing detailed information about available units, community amenities, and leasing options. Follow up with leads from the off‑site sales and leasing team to support lease closings and maintain a seamless prospect journey. Implement and support resident events or activities to enhance the community experience. Understanding Prospect and Resident Needs Conduct needs assessments to match prospects with the most suitable units based on their preferences and requirements. Develop a thorough understanding of apartment layouts, features, and community amenities to address inquiries with confidence and accuracy. Resident Resolution Serve as the primary point of contact for residents reporting concerns, ensuring timely responses and resolutions. Troubleshoot and resolve minor resident concerns, including maintenance requests, billing questions, and general inquiries. Data Management Maintain accurate and up‑to‑date records within the company’s property management software (Onesite). Prepare and present regular reports on resident satisfaction, leasing performance, and operational key performance indicators to leadership. Collaboration with Central Property Operations Resident Screening: Partner with the Resident Screening team to ensure applications are processed quickly and accurately. Resident Services (Renewals & Billbacks): Collaborate to ensure timely renewal pricing is available and move‑out damages are documented for accurate billbacks. Accounts Receivable (AR): Work alongside the AR team to support collection efforts and provide on‑the‑ground resident context. Day‑to‑Day Tasks Assist in handling various administrative tasks, including preparing leasing documents, updating resident records, and managing correspondence. Support community events or initiatives aimed at enhancing resident experience. Understand and adhere to standard operating procedures. Education, Experience, and Skills Demonstrated passion for customer service. Strong interpersonal skills with a customer‑focused mindset. Strong verbal and written communication skills. One (1) year or more years in a customer service, sales, or customer‑facing role. Self‑starter with a proactive, solutions‑driven mindset to address concerns and implement next steps. Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office, and CRM tools. Professionalism and discretion in all interactions. Desire for professional development and continued learning. Time‑management skills. Ability to thrive in a fast‑paced environment while adapting to changing priorities. What We Offer Generous paid time‑off policy including up to 18 days of PTO per year, plus additional paid holidays and a birthday off. 8 hours of Volunteer Paid Time Off (PTO) each year. Up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave. Monthly commission opportunities and quarterly bonuses tied to KPIs. Exclusive employee discounts at Birge & Held properties. Robust wellness program with up to $25 monthly gym reimbursement and access to health coaches. Competitive dental, vision, and comprehensive medical plans with online tools. 401(k) plan with matching employer contributions. Automatic basic life insurance with optional supplemental coverage. Tuition reimbursement and support from a dedicated Talent Development team. Recognition as a Top Workplace in the USA, with a culture of value and celebration. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. #J-18808-Ljbffr