Customer Experience Associate(Mulitfamily Leasing)

BIRGE & H E L D

Investing in Communities to Transform Lives. Supporting 4 Multifamily Communities The Line, Park 66 Flats, River House, and Edgewater (Indianapolis, IN) – 386 units. Who We Are It’s fun to work in a company where people truly believe in what they are doing. At Birge & Held, we are committed to bringing excitement and energy to the business of multifamily housing. We expect every employee within our organization to be a leader working in a collaborative environment toward a shared vision. Position Overview The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This individual fosters strong relationships, understands the unique needs of prospects and residents, addresses day‑to‑day challenges, and collaborates 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. Key Responsibilities Relationship Building with Prospects Conduct 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. Assist potential residents by providing detailed information about available units, community amenities, and leasing options. Follow up with leads from off‑site sales and leasing teams 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 preferences and requirements. Develop a thorough understanding of apartment layouts, features, and community amenities to confidently address inquiries. 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. Track and manage all leasing data, including prospects, applications, and resident information, within the company’s software systems. Coordinate with Resident Screening to confirm timely processing of applications and prepare residents 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 quick and accurate processing of applications and smooth transition to move‑in execution. Collaborate with Resident Services to ensure timely renewal pricing, accurate move‑out damage documentation, and prompt billback submission. Assist the Accounts Receivable team by providing on‑ground resident context, delivering hard notices when needed, and supporting collection efforts through direct resident communication. Day‑to‑Day Tasks Handle 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. 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 of experience in customer service, sales, or customer‑facing role. Self‑starter with a proactive, solutions‑driven mindset. Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and CRM tools. Professionalism and discretion in all interactions with coworkers, residents, vendors, and the community. Desire for professional development and continued learning. Time‑management skills. Ability to perform at a high level in a fast‑paced environment while adapting to changing priorities. What We Offer Work‑life balance with generous paid time‑off: up to 18 days PTO per year, 12 full days and two half‑day holidays, a floating holiday and birthday, plus veterans’ paid day if applicable. 8 hours of volunteer paid time off annually. Up to 3 weeks paid parental leave and 6 weeks paid childbirth leave. Monthly commission opportunities and quarterly bonuses based on KPIs. Exclusive employee discounts at Birge & Held properties. Robust wellness program: up to $25/month gym reimbursement and access to certified health coaches. Competitive dental, vision, and comprehensive medical plans, with online benefits tools. 401(k) plan with competitive employer contributions. Automatic enrollment in company‑paid basic life insurance; option for supplemental life, LTD, STD, and critical illness insurance. Tuition reimbursement program and Talent Development support. Acknowledged as one of the Top Workplaces in the USA; contributions valued and celebrated. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. #J-18808-Ljbffr Birge & Held