Customer Experience Associate

Location 277 Bend Blvd, Westerville, OH 43081, United States Base Pay $17.80 - $22.25 / Hour Employee Type FT Non-Exempt Overview Birge & Held is a multifamily housing company focused on investing in communities to transform lives. We seek a Customer Experience Associate to deliver exceptional customer service to prospective and current residents, build strong relationships, understand needs, address day-to-day challenges, and collaborate with cross-functional teams to ensure seamless operations. Success is measured by attainment of KPIs and quarterly goals at the individual and community level. Responsibilities Relationship Building with Prospects Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, Fair Credit Reporting Act, and all laws pertaining to apartments. Engage proactively with prospects to create a positive first impression of the company. Assist potential residents by providing detailed information about available units, 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 preferences and requirements. Develop understanding of apartment layouts, features, and amenities to address inquiries accurately. 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 records within the property management software (Onesite). Prepare and present regular reports on resident satisfaction, leasing performance, and operational KPIs to leadership. Collaboration with Central Property Operations Resident Screening: coordinate with the Resident Screening team to process applications quickly and prepare for move-in handoff after screening and lease completion. Resident Services (Renewals & Billbacks): ensure timely renewal pricing is available and communicated; document and submit move-out damages for accurate billbacks. Accounts Receivable (AR): support collection efforts with on-the-ground resident context and deliver hard notices when needed. Day-to-Day Tasks Assist with administrative tasks, including preparing leasing documents, updating resident records, and managing correspondence. Support community events or initiatives to enhance resident experience. Adhere to standard operating procedures. Qualifications Demonstrated passion for customer service. Strong interpersonal skills with a customer-focused mindset. Strong verbal and written communication skills. One 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, or similar), Microsoft Office, and CRM tools. Professionalism and discretion in interactions with coworkers, residents, vendors, and the community. Desire for professional development and continued learning. Time management skills and ability to perform in a fast-paced environment. What We Offer Generous PTO up to 18 days per year, plus holidays and a birthday-related day off. Military service may include a paid Veterans Day off. 8 hours of Volunteer PTO each year. Paid parental leave and paid childbirth leave. Monthly commission opportunities and quarterly bonuses based on site KPIs. Employee discounts at Birge & Held properties. Wellness program with gym reimbursements and access to health coaching. Medical, dental, and vision plans with online benefits tools. 401(k) with employer contributions and automatic life insurance enrollment with options for supplemental coverage. Tuition reimbursement and Talent Development support to grow your career. Recognition as a Top Workplace, with valued contributions acknowledged. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. #J-18808-Ljbffr