Customer Experience Associate (Multi-Family Leasing)

B I R G E & H E L D

Investing in Communities to Transform Lives.

4 Multifamily Communities Sanctuary at Fishers, Flats at Switch, Pullman Pointe, and District South (Fishers, IN) - 676 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 towards a shared vision.

At Birge & Held, our employees have a Passion for People , demonstrate Leadership at Every Level , and are Always Learning & Innovating . Through these core values, we make our purpose a reality, “ Investing in Communities to Transform Lives. ”

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. The success of this role will be 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 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, as they are integrated into the property portfolio(s), 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.
  
  

Collaboration with Sales and Leasing Teams ( as integrated into your property portfolio(s) )

• Collaborate with the Sales & Leasing team to optimize leasing performance and align with property goals through standard communication channels and routine touchpoints.
• Track and manage all leasing data, including prospects, applications, and resident information, within the company’s software systems.
• Coordinate with the Sales & Leasing team to manage scheduled apartment showings and move-in/move-out processes.
  
  

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 (KPIs) to leadership.
  
  

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
• Collaborate with offsite teams as they are integrated into the property portfolio(s), ensuring alignment, operational continuity, and overall operational 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 years in a customer service, sales, or customer facing role.
• Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement next steps.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• A desire for professional development and continued learning
• Ability to manage one’s time.
• Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.
  
  

What We Offer

• Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year . In addition to traditional PTO, you’ll receive 12 full days and two half day holidays including a floating holiday and your birthday. Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off.
• Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice.
• Take advantage of supportive leave benefits , including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Boost your earnings with monthly commission opportunities and additional quarterly bonuses , both based on site-specific Key Performance Indicators (KPIs), giving you the chance to be rewarded for your performance and contributions.
• Save on living expenses with exclusive employee discounts at Birge & Held properties.
• Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health. Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals.
• Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease.
• Enjoy peace of mind today and tomorrow with a 401(k) plan that includes competitive employer contributions.
• Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance. With employment at Birge & Held you have the ability to elect additional ancillary benefit options including but not limited to, Long-Term Disability (LTD), Short-Term Disability (STD) and Critical Illness Insurance that provides extra protection against unexpected health challenges.
• Stay connected and equipped for success with a monthly phone stipend of up to $50 to help cover your mobile service costs.
• Grow your career through the support of a dedicated Talent Development team and a tuition reimbursement program . Whether you're building new skills, exploring new roles, or pursuing a degree, you'll have the resources and guidance to reach your full potential.
• Be part of an organization consistently recognized as one of the Top Workplaces in the USA , where your contributions are valued and celebrated.
  
  

Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.

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