Customer Experience Associate

Birge & Held – Investing in Communities to Transform Lives Supporting 3 multifamily communities – 644 units: Timbers, Sheldon Park, and Provenance at Polaris. 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 is measured by attainment of predetermined key performance indicators (KPIs) 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 applicable laws. 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 KPIs to leadership. Collaboration with Central Property Operations Partner with Resident Screening to ensure applications are processed quickly and accurately, and that residents and units are ready for move‑in execution. Collaborate with Resident Services to provide timely renewal pricing and document move‑out damages for accurate billbacks. Work with the AR team by providing resident context, assisting with delivery of hard notices, and supporting collection efforts through direct communication. Day‑to‑Day Tasks Handle administrative tasks such as 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 of experience in a customer service, sales, or customer‑facing role. Self‑starter with a proactive, solutions‑driven mindset. Proficiency in property management software (e.g., Onesite, Yardi) and Microsoft Office suite. Professionalism and discretion in all interactions with coworkers, residents, vendors, and the community. A 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 Work‑life balance with paid time off including up to 18 days PTO per year plus additional holidays. Volunteer Paid Time Off (V‑PTO) of 8 hours each year. Supportive leave benefits: up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave. Monthly commission opportunities and quarterly bonuses tied to KPIs. Employee discounts at Birge & Held properties. Wellness program: up to $25/month gym reimbursement and access to health coaches. Competitive dental, vision, and comprehensive medical plans with online benefits tools. 401(k) plan with competitive employer contributions. Automatic enrollment in basic life insurance with options for supplemental coverage. Tuition reimbursement program and talent development support for career growth. Recognition as a top workplace in the USA. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. #J-18808-Ljbffr