Customer Experience Associate

Company Overview Birge & Held is an investment company that invests in communities to transform lives. We support three multifamily communities in Dublin, OH – Sawmill Ridge, Turkey Run, and Grafton – totaling 524 units. Position Overview The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This role focuses on 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. Success will be measured by achievement of predetermined key performance indicators (KPIs) and quarterly goals. Key Responsibilities Relationship Building with Prospects Conduct all business in accordance with company policies, Fair Housing, the Americans with Disabilities Act, Fair Credit Reporting Act, and all laws pertaining to apartments. Engage proactively with prospects to build strong relationships and create a positive first impression. 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. 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. Collaborate with the Resident Screening team to optimize leasing performance and align with property goals through standard communication channels and routine touchpoints. Track and manage all leasing data within the company’s software systems. Coordinate with the Resident Screening team to confirm applications are processed timely and applicants are well informed and prepared for the move‑in procedure. 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 prepare residents and units for a smooth handoff to site for move‑in execution. Collaborate with Resident Services to ensure timely renewal pricing, communicate it, and document move‑out damages for accurate billbacks. Work alongside the Accounts Receivable team by providing on‑the‑ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication. 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 that enhance the resident experience. Understand and adhere to standard operating procedures. Collaborate with off‑site teams to ensure alignment, operational continuity, and overall success of the community or communities. 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 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 customer relationship management tools. Exhibit professionalism and discretion in all interactions. Desire for professional development and continued learning. Ability to manage time effectively. Ability to perform at a high level in a fast‑paced environment while adapting to changing priorities. What We Offer Generous paid time‑off policy with up to 18 days PTO per year, additional full days for holidays, floating holiday, birthday, and Veterans Day for those who have served in the military. 8 hours of Volunteer Paid Time Off (PTO) each year. Up to 3 weeks paid parental leave and 6 weeks paid childbirth leave. Monthly commission opportunities and quarterly bonuses based on site‑specific KPIs. Employee discounts at Birge & Held properties. Wellness program with up to $25 monthly gym membership reimbursements and access to certified health coaches. Competitive dental, vision, and comprehensive medical plans. 401(k) plan with competitive employer contributions. Automatic enrollment in a paid basic life insurance policy with elective supplemental life, disability, and critical illness coverage. Supportive Talent Development team and tuition reimbursement program. Recognized as one of the Top Workplaces in the USA. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. #J-18808-Ljbffr Birge & Held